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 - coming soon ⏳
List of questions the AI agent couldn’t answer - coming soon ⏳
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:
|
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:
|
|
|
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:
|
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. |
|
|
Chats replied | The number of chats where PerfectBot replied.
|
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.