Agent Performance
Track and measure your AI agent's operational performance metrics.
1. Where to find it
Open the Alhena Dashboard.
In the left-hand navigation, click Analytics.
Across the top of the Analytics workspace, choose the "Agent Performance" tab
2. What you see at a glance
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).
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.
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.
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
Integration source
Filter by channel (Website, Email, Slack, Discord, 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
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 - Analyze conversation patterns by topic to understand what customers are asking about
Revenue Impact - Measure the revenue contribution of your AI agent with cart and GMV analytics
CSAT Collection - Set up customer satisfaction feedback collection after AI interactions
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