Analyze your customer agent's performance

Use the Performance tab to track key metrics and get a comprehensive overview of how well your customer agent is performing. You can monitor progress over time and identify knowledge gaps, allowing you to fine-tune your agent's responses and enhance its efficiency.

Learn more about creating a customer agent.

View reports

You can track key metrics, including the total number of resolved and deflected conversations, the number of conversations escalated to a human, agent workload and query volume, and the count of unanswered questions.

• In your HubSpot account, navigate to Service > Customer Agent.
• Navigate to the Performance tab.
• On the Reports page, you can review: 

• • Impact this week: overview of the number of conversations resolved and handled this week, the average resolution time, deflection rate, and the percentage of visitor feedback indicating the agent was helpful. 
  • Conversations handled over time: count of conversations per week handled by the customer agent. 
  • Conversations handled by channel: count of conversations broken down by channel. 
  • Trend of visitor feedback: count of visitor feedback submissions, categorized by type. 
  • Handle rate over time: percentage of conversations handled by the customer agent. 
  • Resolution rate: percentage of conversations fully resolved by the customer agent without human handoff.
  • Resolution rate over time: percentage of conversations fully resolved by the customer agent without human handoff, shown over time.
  • Conversations Resolved: count of customer issues resolved by the customer agent over time.

• • Deflection rate over time: percentage of conversations fully resolved by the customer agent without human handoff, shown over time. 
  • Deflections over time: count of conversations deflected by the customer agent without human handoff, shown over time.
    
    
  • Customer Agent on your team: count of conversations resolved, broken down by team members and the customer agent.

• • Human handoff rate over time: percentage of conversations escalated from the customer agent to a human agent, shown over time.
  • Human handoffs: count of conversations escalated from the customer agent to a human agent, shown over time.
  • Customer agent handoff: the percentage of conversion, and the average time it took to resolve the issue. from customer agent assignment to when the ticket was closed. 

View knowledge gaps

You can view a list of questions your customer agent could not answer, helping you identify knowledge gaps. You can then add responses to address and resolve these gaps.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Performance tab.
3. In the left sidebar, click Knowledge gaps.
4. In the table, view the topic, number of conversations, and when the last conversation took place.

5. To view more information, click the Topic. Here, you can see the exact question asked, a link to the corresponding ticket, and the date.

6. To create an answer for the question, click Create a short answer in the top right:
   • In the right panel, you can edit the question and enter an answer.
   • To preview the answer, click Preview.
   • To create the answer, click Create.

7. Once created, your answer can be found in the Short answer sidebar on the Content tab. Learn more about editing short answers.
8. You can also dismiss topics or individual conversations once they've been resolved or are no longer useful:
   • In the knowledge gaps table, click the topic.
   • Select the checkboxes next to the questions you want to dismiss. To dismiss the entire topic, select the checkbox at the top left of the table.
   • Click Dismiss conversation. This will remove them from the knowledge gaps table.