After you’ve set PerfectBot live, you can monitor its performance in the Statistics.
Use this report to see:
The deflection rate and resolution rate of chats in which PerfectBot is involved.
First response time
AI agent’s impact over time
Topics popularity
List of questions the AI agent couldn’t answer
Metrics definitions
Metric | Definition |
Resolution rate | The percentage of chats resolved by PerfectBot (out of all PerfectBot replied chats). |
Resolved | The number of chats resolved by PerfectBot.
A resolved chat is either confirmed or assumed.
By default, the AI agent follows up on each response to ensure the issue is resolved.
Resolved chats auto-close 15 minutes after an answer is provided if there are no further replies from the customer. |
Unresolved | The number of chats where PerfectBot:
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Requested team | The number of chats where the customer requested human support (e.g. 'I want to talk to an agent') or responded positively to a handover proposal.
This includes cases where:
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Deflection rate | Percentage of chats not routed to a human agent (out of all PerfectBot replied chats). |
Deflected | The number of all chats involving PerfectBot, in which either:
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Routed to team | The number of chats where the customer requested human support (e.g. 'I want to talk to an agent') or responded positively to a handover proposal.
This includes only the cases where the handover succeeded, meaning the customer did not interrupt the process. |
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Chats replied | The number of chats where PerfectBot replied.
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First response time | The average time between the first customer message and PerfectBot's response. |
Gorgias Statistics
You can also evaluate the chatbot's performance in Gorgias Statistics, using the same metrics as those for human agents.