Skip to main content
When you run more than one AI agent — say a sales agent on the website and a support agent in email — the Agent performance breakdown tells you which one is pulling its weight, which one is escalating too much, and which knowledge needs attention.

​
Where to find it

Analytics → Agents. The section appears on every plan; the per-agent confidence and escalation-reason histograms below are gated to Business+ (paywall key advanced_analytics.use).

​
Per-agent table

ColumnWhat it tells you
AgentName and the LLM it’s running on (claude-sonnet-4, gpt-4o-mini, …)
HandledConversations the agent participated in over the selected window
DeflectionConversations the agent resolved end-to-end with no human reply
Escalation rateShare of handled conversations that handed off to a teammate
Median confidenceMedian of the model’s self-rated confidence per reply (0.0–1.0)
Credits usedReply credits this agent consumed
Sort by any column. Click an agent name to filter the entire dashboard to just that agent.

​
Reading the numbers

  • High volume + high escalation — the agent is taking calls it can’t close. Usually a knowledge gap. Add Q&A pairs for the topics that escalate most (Q&A pairs).
  • Low volume + high deflection — the agent is being conservative and only answering what it’s sure about. Either fine (high precision) or the system prompt is too restrictive — review what it refuses.
  • High volume + low confidence median — model is guessing more than it should. Tighten the system prompt’s “refuse if not sure” line, or move the agent to a stronger model.

​
Escalation reasons (Business+)

A bar chart of why each agent handed off:
  • Low confidence — model fell below the confidence threshold (default 70%). See Confidence threshold.
  • Topic refused — system prompt instructed the agent not to answer a topic.
  • Tool failure — a tool the agent needed (Shopify lookup, Custom HTTP) returned an error.
  • Customer asked — the customer explicitly requested a human.
  • Manual — a teammate took over via the Take over button.
If Low confidence dominates, your knowledge base is the lever. If Topic refused dominates, the prompt is too narrow. If Tool failure dominates, check the integration’s status page.

​
Confidence distribution (Business+)

A 10-bucket histogram of confidence scores across every reply in the window. Healthy agents show a peak at the high end (0.7–1.0) with a long thin tail. A flat or bimodal distribution usually means the agent is being asked questions outside its knowledge.

​
Per-agent conversation drill-down

Click any row → View handled conversations. The inbox opens filtered to that agent and date window. Read 5–10 to get a feel for what the numbers mean — analytics tells you what, conversations tell you why.

Analytics overview

The headline KPIs.

AI agents

Create, configure, and tune.