> ## Documentation Index
> Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Performance Metrics

> Track agent volume, resolution, deflection, escalation, and timing

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.

## Before you use Performance

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

<Card title="Resolution Rules" icon="circle-check" href="/tagging/resolution-rules">
  Define when Duckie should treat conversations as resolved, deflected, escalated, or unresolved.
</Card>

## Open Performance

<Steps>
  <Step title="Go to Performance">
    Open **Analyze → Performance**.
  </Step>

  <Step title="Choose a date range">
    Select **Last 24 hours**, **Last 7 days**, **Last 14 days**, **Last 30 days**, **Last 90 days**, or a custom range.
  </Step>

  <Step title="Filter by deployment">
    Select **All Deployments** or a specific deployment.
  </Step>

  <Step title="Review the results">
    Use the cards, trend charts, and time distributions to understand agent performance.
  </Step>
</Steps>

## Metric cards

The top cards summarize volume and outcomes for the selected date range and deployment.

| Metric              | What it shows                             |
| ------------------- | ----------------------------------------- |
| **Total Tickets**   | Runs included in the selected range       |
| **Total Messages**  | Messages across those runs                |
| **Deflections**     | Runs marked with the `deflected` outcome  |
| **Resolutions**     | Runs marked with the `resolved` outcome   |
| **Deflection Rate** | `deflected` runs divided by total tickets |
| **Resolution Rate** | `resolved` runs divided by total tickets  |

Each card includes a percentage change compared with the previous period of the same length.

## Charts

### Volume Over Time

Shows daily counts for:

* Deflections
* Resolutions
* Escalations
* Total Tickets

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

### 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.

### 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.

## Time distributions

Performance includes two timing histograms:

| Chart                               | What it shows                                                                                                                |
| ----------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- |
| **Response Time Distribution**      | Run durations grouped into fixed buckets: `< 10s`, `10-30s`, `30s-1m`, `1-2m`, `2-5m`, and `> 5m`                            |
| **Time to Resolution Distribution** | Durations for resolved or deflected runs grouped into fixed buckets: `< 5m`, `5-15m`, `15-30m`, `30m-1h`, `1-2h`, and `> 2h` |

These charts show distribution by bucket, not percentile metrics.

## 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.

## Next Steps

<CardGroup cols={2}>
  <Card title="Breakdown" icon="chart-pie" href="/analytics/breakdown">
    Analyze performance by category and attribute
  </Card>

  <Card title="Run History" icon="clock-rotate-left" href="/analytics/runs">
    Investigate individual runs
  </Card>
</CardGroup>