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Monitoring & Usage Dashboard

Duckie provides a usage dashboard so you can track how your AI agents (Ducklings) are performing. Monitoring usage helps you:

  • Measure Duckie’s impact on ticket deflection.
  • Identify common pain points or escalation triggers.
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What you can track

  • Chat messages: Total number of messages Duckie handled.
  • Chat sessions: Unique conversations.
  • Unique users: Number of distinct users (excluding anonymous users).
  • Escalation rate: Percentage of messages Duckie escalated to a human.
  • Thumbs up vs thumbs down: User feedback on Duckie’s responses.
  • Messages by source reference: Where Duckie pulled information from (e.g. help center, Notion).
  • Messages by workspace: Breakdown by platform (e.g. Slack, Zendesk).
  • Chat messages submitted: Log of submitted messages over time.

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Message log

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You can also view a detailed log of all messages Duckie handled. This includes:

  • Time, workspace, ticket ID, and question
  • References Duckie used to generate its response
  • Which Duckling handled the message
  • User feedback (thumbs up/down)