Performance Metrics

Performance metrics show how your agents are handling conversations over time. Use this page to monitor volume, outcome rates, and timing distributions, then investigate specific changes in Run History or Breakdown.

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Before you use Performance

Performance metrics depend on each run’s outcome. Configure resolution rules before using the page to judge agent quality.

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Open Performance

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Metric cards

The top cards summarize volume and outcomes for the selected date range and deployment. Each card includes a percentage change compared with the previous period of the same length.

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Charts

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Volume Over Time

Shows daily counts for:

• Deflections
• Resolutions
• Escalations
• Total Tickets

Use this chart to spot changes in traffic or outcome mix.

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Quality Rates Over Time

Shows daily deflection and resolution rates. Use this chart to see whether agent outcomes are improving or declining across the selected period.

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Escalation Rate Over Time

Shows the daily percentage of runs marked as escalated. Escalation is not always bad. Some conversations should go to a human. Use this chart to find unexpected spikes or sustained changes.

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Time distributions

Performance includes two timing histograms: These charts show distribution by bucket, not percentile metrics.

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How to investigate changes

When a metric moves unexpectedly:

1. Check whether the date range or deployment filter changed.
2. Open Run History to inspect individual runs, tool calls, and outcomes.
3. Use Breakdown to compare performance by category or attribute.
4. Review resolution rules if resolved, deflected, or escalated counts look wrong.
5. Update knowledge, guidelines, runbooks, tools, or agent configuration when the run details show a configuration gap.

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Next Steps