Read your dashboard metrics
You want to understand how your agent is performing at a glance.
Once you're live, your dashboard shows the numbers that matter for support performance.
What you'll see
- Conversations — total conversations over the period.
- Self-served — how many the agent resolved without a handoff.
- Handed-off — how many went to your team.
- CSAT — the average customer satisfaction rating.
- Status breakdown — a donut of conversation statuses (resolved, handed-off, and so on).
- Busiest topics — the subjects shoppers ask about most.
If your plan includes revenue attribution, an Agent Assisted Sales block also appears here (see Ecommerce Tracking).
How to use it
A rising self-served rate means your training is working. A high handoff rate on one topic is a cue to add a quick answer, knowledge source, or Instructions detail for it.
Related articles