We are happy to announce Supervisor Dashboard's General Availability.

Supervisor Dashboard consolidates AI Agent performance metrics into a single, holistic view. It combines high-level KPIs, such as Deflection Rate and Transfer Rate, with granular breakdowns by Intent, Knowledge Base articles, Processes, and Contact Reasons. Dashboard provides the insights needed to assess AI Agent’s effectiveness, identify non-performing processes, and support reporting

Core Metrics & Comparison Logic

Supervisor Dashboard tracks three primary KPIs:

• Total Interactions: Total volume across selected channels

• Success Rate: Percentage of interactions resolved by AI without human intervention

• Transfer Rate: Percentage of interactions escalated to a human agent

Delta Indicators automatically compare the selected time range to the previous period of equal length.

Operational Value

The dashboard is built to surface underperforming elements and streamline troubleshooting of AI interactions:

• Identify automation gaps: Use breakdown tables to isolate specific Intent, Knowledge Base article, Process, or Contact Reason with high transfer rates

• Drill-Down with context retention: Click any metric to view the specific interactions. The dashboard carries over your date range and filters (e.g., "Process: Refund" + "Status: Transferred") automatically to the Supervisor Interaction List, eliminating manual re-filtering during root-cause analysis

• Monitor launch stability: Track real-time volume spikes and success rate shifts immediately following the deployment of new AI configurations

• Quantify performance trends: Automated "Delta" comparisons remove the need for manual period-over-period calculations

With this announcement, Supervisor Dashboard is effectively replacing legacy Home Dashboard

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