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Coming soon. The Performance & Quality report appears as Coming soon in Reports & Insights and is not available yet. This page previews what it will show, and details may change before launch. In the meantime, use the Conversations report and the 360° View with AI analysis.
The report will compare teams, team members and AI agents on a single screen, with the Teams, Users and AI Agents tabs, Period filters and the Metrics and Detailed modes.

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What it will show

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By tab

On the AI Agents tab, the focus is how much the agent resolves on its own, when it transfers to the team and which topics drive the most transfers, to guide the next round of training.

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Prepare your operation now

The numbers in this report depend on settings you can configure today:
  1. Track time goal and Time to resolve (hours) on each team.
  2. Team Calendar with the real business hours.
  3. Satisfaction Survey turned on.
  4. Allow closing conversation on the AI agent, so conversations resolved by the AI are closed and counted.
Create and configure teams → · AI agent settings →

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Next steps

Conversations report

Volume, channels, peak times and the split between AI and team.

360° View and AI analysis

Quality of each interaction.