Overall performance

In the Overall performance section, you can find useful data to compare live agents and AI Agents.

Number of conversations handled

This section displays the number of conversations handled by live agents and AI Agents.

Here, you can see the response times for both live agents and AI Agents.

This section shows the average or median ratings for live agents and AI Agents, as well as overall ratings.

This section provides information on the performance of live agents and AI Agents.

This subsection contains useful information about each live agent.

The AI Agent performance table contains similar information to the live agents' one, as well as containment and coverage percentages.