This guide is for admins and owners who have deployed AI agents and want to monitor their performance. You will learn how to review conversations, handle escalations, identify unanswered questions, and close knowledge gaps so your agents improve over time.
What you will accomplish: Review agent conversations, handle escalations, identify unanswered questions, and feed gaps back into your knowledge base to continuously improve your agents.
Check Key Metrics at a Glance
The Overview tab gives you a high-level view of how your agents are performing across all deployments. Review conversation volume to see how many users are interacting with your agents.
Check average response time and satisfaction metrics to gauge quality. Monitor the escalation rate. A high rate means your knowledge base has gaps that need attention.
Review Agent Conversations
Switch to the Inbox tab to see recent agent interactions. Filter by agent, date range, or status to find specific conversations.
Click any conversation to read the full thread and see which sources the agent cited.
Resolve Escalated Conversations
Escalations are conversations where the agent could not answer or the user expressed dissatisfaction. Each escalation is an opportunity to improve. Escalation handling lives in the Escalations tab in Operations, a dedicated three-pane view separate from this Operations Overview.
In Escalations, claim an unclaimed escalation, review the conversation context, and respond directly to the user, or create a knowledge base document to address the gap. Resolve the escalation once it has been addressed.
Identify Knowledge Gaps
Customer Gaps surfaces questions your agents could not answer. These are potential knowledge gaps that, once filled, make your agents smarter. Open Requests → Customer Gaps to see questions your agents could not answer.
Click any gap to create a gap draft or resource request to address it. Prioritize high-frequency unanswered questions first. These affect the most users and deliver the biggest improvement when resolved.
Close the Loop
When you identify a pattern of unanswered questions, create content to address them. As the knowledge base grows, agent quality improves automatically. Group similar unanswered questions to find recurring themes.
Create or upload documents that address these themes. Each new document teaches your agents to handle those questions. Repeat this cycle regularly. Consistent improvement compounds over time.