Analyze

Performance

Version 1.0 · Last updated 2026-06-25

Live operational behavior of the Customer Agent. Conversations, responses, feedback, top questions, top Sources. The day-to-day pulse.

Performance shows you what the agent is doing, in near real-time, across every Moment and surface. This is the dashboard you open every Monday morning, not once a quarter for the board deck.

Key concepts

Conversation counts

Total conversations, broken down by Moment, surface, and Audience. Date range filters.

Resolution and deflection

Two metrics that get conflated often. Deflection is conversations the agent ended without escalation. Resolution is conversations where the customer’s question was actually answered. Resolution is the harder, more useful number.

Feedback

Thumbs up, thumbs down, escalations. Surfaces customer reactions in aggregate.

Top questions

The questions customers asked most often, ranked by volume. Direct input into your Knowledge base priorities.

Top Sources

The Sources the agent referenced most. Direct input into Source quality work.

Platform benchmarks

The numbers Unless customers see across the platform: 78% ticket deflection, 71% efficiency gain, 64% of content operations automated, 37% of requests resolved outside office hours. First-year ROI lands around 512%. Useful as a reality check on your own Performance numbers.

What you can do here

  • Track conversation volume across Moments and surfaces
  • Compare resolution and deflection rates over time
  • Find the top customer questions, ranked by volume
  • Spot Sources that are pulling the most weight
  • Click into any metric to see contributing conversations

When to use it

  • Weekly health check on a stable agent
  • Daily check during the first weeks of a pilot
  • Diagnosing a sudden drop in resolution or satisfaction
  • Identifying which questions deserve new content this sprint

How it works

The Engine aggregates conversation data continuously. Performance reflects the last 24 hours within a few minutes of actual activity. Longer ranges (week, month) take into account every conversation in that window.

Common questions

Where do I see the top questions customers asked?

Open "Analyze > Performance". The top questions block lists the highest-volume questions for the date range. Click any question to see the conversations behind it.

How do I compare resolution rates across Moments?

Set the breakdown to Moment in the Performance view. The chart splits resolution by Moment so you can spot weak spots.

My deflection rate looks healthy but customers are unhappy. Why?

Deflection counts conversations that did not escalate. It does not measure whether the customer got a useful answer. Look at Resolution rate and CSAT instead.

How do I find the Sources doing the heaviest lifting?

The top Sources block lists by reference count. Click any Source to inspect content quality. High-volume Sources that are out of date will hurt you the most.

How do I export Performance numbers?

Use the export button on the Performance page. CSV download includes all visible metrics for the selected date range.
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