The Performance section gives team leads and managers a view into how human agents are performing across live chat interactions. It surfaces the key metrics needed to evaluate efficiency, response quality, and workload distribution.
This feature is coming soon and is not yet available. The page will be updated when it launches.
What to expect
When Performance launches, you’ll be able to track:
- Response time — average time for a human agent to pick up an escalated conversation
- Resolution rate — percentage of conversations resolved without returning to the AI agent
- Active conversations — how many live conversations each human agent is handling simultaneously
- CSAT by agent — customer satisfaction scores broken down by human agent
- Conversations handled — total volume of conversations each agent managed in a period
Who this is for
Performance is designed for:
- Team leads managing groups of human agents
- Operations managers tracking support quality and capacity
- Customer success teams running hybrid AI + human support workflows
