Measure and improve
Reading the Performance dashboard
The Performance dashboard in Unless provides a near real-time view of your Customer Agent’s operational behavior, offering essential insights into how your AI is interacting with customers across all Moments and surfaces. It is designed to be your go-to tool for monitoring daily AI activity, helping you understand conversation volumes, customer feedback, and content effectiveness to optimize your AI-driven support.
key metrics and concepts in the performance dashboard
The dashboard organizes data into several key areas that give you a comprehensive picture of your AI’s performance:
conversation counts
This metric shows the total number of conversations your Customer Agent has handled, broken down by Moment (such as acquisition or support), surface (the channel or interface), and audience segment. You can filter by date range to analyze activity over specific periods.
resolution and deflection
Two important but distinct metrics:
- Deflection counts conversations that the agent ended without escalating to human support. It measures how many inquiries the AI handled alone.
- Resolution measures conversations where the customer’s question was actually answered satisfactorily. This is a more meaningful indicator of AI effectiveness.
Understanding both helps you see not just how many conversations the AI closes, but how well it solves customer issues.
feedback
Customer reactions are aggregated here, including thumbs up, thumbs down, and escalations. Tracking these trends helps you gauge satisfaction and identify areas needing improvement.
top questions
This section lists the most frequently asked questions by customers, ranked by volume. It provides direct input for prioritizing knowledge base updates or training improvements.
top sources
Shows which content sources the AI referenced most during conversations. Reviewing these helps ensure your knowledge base is accurate and up to date, as high-use sources have the greatest impact on AI responses.
how to use the performance dashboard effectively
- Monitor weekly and daily activity: Use the dashboard for regular health checks, especially during pilot phases or after configuration changes.
- Identify content gaps: Top questions and sources highlight what customers need most and where your AI might require better training or updated content.
- Compare resolution rates: Break down resolution by Moment to find weak spots in your customer journey.
- Investigate customer dissatisfaction: If deflection rates are high but satisfaction is low, focus on resolution and feedback metrics to diagnose issues.
- Export data: Use the export button to download CSV files of your performance metrics for deeper analysis or reporting.
practical tips and frequently asked questions
- To see the top questions customers asked, open Analyze > Performance and review the top questions block. Clicking a question reveals the conversations behind it.
- To compare resolution rates across Moments, set the breakdown filter to Moment in the Performance view.
- If your deflection rate looks healthy but customers are unhappy, remember that deflection only measures conversations not escalated, not whether the customer got a useful answer. Check resolution and CSAT instead.
- To find which sources are doing the most work, look at the top Sources block and click any source to inspect its content quality.
- You can export performance data using the export button on the Performance page for use in reports or presentations.
conclusion
The Performance dashboard is a vital tool for understanding how your Unless Customer Agent is performing in real time. By tracking conversation volumes, resolution quality, customer feedback, and content usage, you can continuously optimize your AI to better serve your customers and improve operational efficiency. Regular use of this dashboard helps you spot trends early, prioritize improvements, and demonstrate the value of your AI investment.