> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/dashboard/analytics/agent-performance.md). # Agent Performance

Agent Performance Analytics

#### 1. Where to find it 1. **Open the Alhena Dashboard.** 2. In the **left-hand navigation**, click **Analytics**. 3. Across the top of the Analytics workspace, choose the **"Agent Performance"** tab *** #### 2. What you see at a glance | Metric card | What it tells you | | ------------------------------------------- | ------------------------------------------------------------------------------------------------ | | **Total conversations** | Total number of conversations across all channels during the selected time period. | | **AI profile conversations** | Number of conversations handled by your AI agent. | | **Human agent conversations** | Number of conversations that were handled by human agents. | | **Resolution Rate** | Percentage of conversations resolved by AI out of total conversations. | | **Agent Assist conversations** | Number of conversations where Agent Assist was used. | | **Credit usage** | Total credits consumed across conversations (visible depending on your plan). | | **CSAT** | Average customer-satisfaction rating for the period. *(Website, Nudge, and Icebreaker sources.)* | | **Conversations started by tapping AI FAQ** | Conversations a visitor began by tapping an AI-generated FAQ. *(Product FAQ source.)* | | **Conversations started by direct message** | Conversations a visitor began by typing a message directly. *(Product FAQ source.)* | Each card is color-coded to match its data series in the chart below, so you can cross-reference quickly. **The metrics displayed vary based on your selected integration source** — for example, CSAT appears for Website/Nudge/Icebreaker, the two FAQ breakdowns appear for Product FAQ, and social channels show a smaller subset. Credit usage is only shown on credits-based plans. {% hint style="info" %} Each metric card also shows a **percentage change** indicator. This percentage compares the current period with the equivalent previous period. For example, if you select **Last 30 days**, the percentage compares those 30 days against the 30 days before that. Similarly, selecting **Last 60 days** compares with the preceding 60-day window. {% endhint %} For the **Website**, **Product FAQ**, **Nudge**, and **Icebreaker** sources, two additional breakdown panels appear below the chart: * **Top 10 countries** — the countries driving the most conversations for the selected source. * **Top 10 URLs** — the pages driving the most conversations for the selected source. *** #### 3. How metrics are calculated **Total conversations**\ The sum of all conversations — both AI-handled and human-handled — during the selected time period. > **Total conversations** = AI profile conversations + Human agent conversations **AI profile conversations**\ Conversations that were fully resolved and closed by the AI agent without any human intervention. **Human agent conversations**\ Conversations that were transferred to a human agent. This includes cases where the AI could not resolve the query and escalated it, or where the customer explicitly requested a human agent. **Resolution Rate**\ The percentage of total conversations that were resolved by the AI agent. > **Resolution Rate** = (AI profile conversations ÷ Total conversations) × 100 For example, if there are 800 AI profile conversations out of 1,000 total conversations, the resolution rate is **80%**. **Credit usage**\ The number of credits consumed for AI profile conversations that were resolved by the AI agent. Credit usage is only visible for accounts on a credits-based plan. *** #### 4. Global filters | Control | Why it matters | | --------------------------------------------------- | -------------------------------------------------------------------------------------------------- | | **Integration source** | Filter by channel (Website, Email, Slack, Discord, Embed, etc.) to see performance by integration. | | **AI Profile filter** (default **All AI profiles**) | Compare performance across multiple AI profiles or focus on a specific one. | | **Date range** (default **Last 30 days**) | Supports presets (Last 7, 15, 30, 60 days) and custom ranges. | Filters automatically refresh both the metric cards and the underlying chart. *** #### 5. Practical use-cases | Goal | How to use Agent Performance Analytics | | ------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- | | **Evaluate AI training improvements** | Compare AI profile conversation counts and resolution rate before and after updating your training data or guidelines. | | **Identify peak traffic periods** | Use total conversation trends to spot busy periods and ensure adequate human backup coverage. | | **Reduce human workload** | Monitor the resolution rate—a higher rate means more conversations are being fully resolved by AI without human involvement. | | **Track Agent Assist adoption** | See how often your team uses Agent Assist to help with responses. | | **Monitor costs** | Track credit usage over time to understand consumption patterns and optimize your plan. | | **Benchmark period-over-period** | Use the percentage change indicators to compare performance against the previous equivalent period. | *** #### 6. FAQs **Why do I see different metrics for different integrations?**\ Metrics vary by channel—filter by a specific integration to see metrics relevant to that source. **Why don't I see credit usage?**\ Credit usage is only visible for accounts on a credits-based plan. **What is Agent Assist?**\ Agent Assist helps human agents by suggesting AI-generated responses during conversations. **How is the percentage change on each card calculated?**\ The percentage compares the selected time period against the immediately preceding period of the same length. For example, selecting "Last 30 days" compares with the 30 days before that. **What counts as a "resolved" conversation?**\ A conversation is considered resolved when the AI agent fully addresses the customer's query and the conversation is closed without being transferred to a human agent. *** **Agent Performance Analytics gives you clear visibility into how effectively your AI is serving customers—helping you track conversation volume and measure the balance between AI and human-handled interactions.** *** #### See also * [Trending Topics](/docs/dashboard/analytics/trending-topics.md) - Analyze conversation patterns by topic to understand what customers are asking about * [Revenue Impact](/docs/dashboard/analytics/revenue-impact.md) - Measure the revenue contribution of your AI agent with cart and GMV analytics * [CSAT Collection](/docs/dashboard/analytics/csat-collection.md) - Set up customer satisfaction feedback collection after AI interactions