Dashboard Metrics Explained

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.