Dashboard Metrics Explained



Here's what every number on your dashboard means.

Hero Metrics



AI-Assisted Resolution Rate Share of your resolved and closed tickets that were marked AI Resolved: Suhep's AI answered and closed the ticket itself, or the customer confirmed an AI answer solved it, without routing it to a human. Tickets routed to your team do not count. Use it as a quality signal, not a guaranteed automation promise.

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


    • Avg Response Time Average time between ticket creation and first agent reply. Compared to yesterday for trend.

    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-assisted tickets per day. Upward trend = improving.

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