Dashboard Metrics Explained



Here's what every number on your dashboard means.

Hero Metrics



AI Auto-Resolution Rate Percentage of tickets resolved by AI without human help. Formula: AI-resolved tickets / total resolved tickets. Target: 40-70%.

Tickets Today Total tickets received today, broken into:
  • •Auto (AI resolved)
  • •Human (agent resolved)
  • •Pending (still open)


    • Avg Response Time Average time between ticket creation and first agent reply. Compared to yesterday for trend. Target: under 5 minutes.

    Quality Score Average AI confidence score across all resolutions. 0-100 scale. Target: 70+.

    Panels



    KB Gap Alerts Topics customers ask about that don't have matching articles. Higher search count = bigger gap to fill.

    SLA At-Risk Tickets approaching their SLA deadline. Shows priority, age, and a quick-action button.

    Resolution Trend 7-day line chart of AI-resolved tickets per day. Upward trend = improving.

    Channel Breakdown Tickets by source (Web, Email, Widget) with AI resolution percentage per channel.