AI Agent Metrics

Understand the key metrics your AI agent tracks across conversations, resolution, and business outcomes.

How to get there: Click Insights in the top menu, then select AI agent.

Conversations

A conversation is counted when a visitor sends at least one message to your chatbot. Automated system messages alone do not count.

AI-only conversations

Conversations handled entirely by the AI without escalation to a human agent and without a human reply. This is an automation metric. It does not necessarily mean the customer's question was resolved.

Resolution

Resolution measures whether the customer's actual need was fulfilled:

  • Resolved means the customer's request was completed (for example, an appointment was booked or a question was fully answered).
  • Unresolved means the request was not fulfilled.
  • Handed off means a human agent took over.
  • Not classified means there was not enough evidence to determine the outcome.

Resolution is determined automatically after a conversation closes. A confirmed booking is strong evidence for resolved. Escalation is always handed off. The AI classifier evaluates other conversations based on the conversation content.

The resolution rate is calculated as resolved / (resolved + unresolved), excluding handed-off and not-classified conversations.

Contacts captured

The number of new contacts captured through your AI agent's conversations. This includes contacts captured through lead flows, form submissions, and contact details shared during chat.

Appointments booked

Calendar bookings made through the AI agent during conversations.

Handoffs

Conversations where the AI escalated to a human agent or a human agent replied.