Key Metrics
| Metric | Description | Target |
|---|---|---|
| Containment Rate | % handled without human | > 70% |
| Handoff Rate | % transferred to human | < 30% |
| Completion Rate | % reaching flow end | > 80% |
| Avg. Resolution Time | Time to resolve | < 2 min |
| Customer Satisfaction | Post-chat rating | > 4/5 |
Dashboard
Access analytics at AI Agents → Chatbots → AnalyticsOverview Tab
- Total conversations handled
- Containment vs. handoff ratio
- Peak usage times
Flow Analysis
- Drop-off points in flow
- Most used paths
- Error rates by node