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Overall performance

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

Number of conversations handled

Number of conversations live agents and brains handle.

Response time

Response times for live agents and brains.


Average or median ratings for live agents and brains, as well as overall ratings.


Performance of live agents and brains.

Live agent performance

Useful information about each live agent.

Brain performance

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