Dashboard

Your Hay dashboard is mission control for your AI support operation. Get a bird's eye view of everything happening with your customer conversations.

Overview #

The dashboard shows you the most important metrics and activity at a glance. When you log in, you'll see:

• Total conversations today, this week, and this month
• Active conversations currently being handled
• Resolution rate - how many conversations were solved without human help
• Response time - how quickly customers are getting answers
• Recent activity - latest conversations and interactions

Understanding Your Metrics #

Total Conversations #

This shows how many customer conversations your Hay agent has handled.

• Increasing? Great! Your agent is helping more customers
• Decreasing? Check if integrations are working properly

Resolution Rate #

The percentage of conversations solved completely by AI without human intervention.

What's a good resolution rate?

• 60-70% is typical when starting out
• 80-90% is excellent after training and optimization
• Below 50%? Your agent may need more training documents

Average Response Time #

How quickly customers receive their first response.

Hay typically responds in:

• ⚡ 1-3 seconds for simple questions
• ⚡ 3-8 seconds for questions requiring document lookup
• ⚡ 8-15 seconds for complex multi-step queries

Escalation Rate #

The percentage of conversations transferred to human agents.

Why do conversations escalate?

• Customer explicitly asks for a human
• Agent isn't confident in its answer
• Conversation requires actions the AI can't perform
• Sentiment is negative or frustrated

Quick Actions #

From your dashboard, you can quickly:

View Recent Conversations #

Click on any conversation to:

• Read the full thread
• See how your agent responded
• Take over if needed
• Review customer feedback

Check the Queue #

See conversations waiting for human attention:

• Click Queue to view pending conversations
• Open any conversation to respond
• Take over to chat directly with the customer

Monitor Agents #

• View which agents are handling the most conversations
• See performance per agent
• Check if any agents need adjustments

Real-Time Updates #

Your dashboard updates automatically:

• Green pulse next to metrics = activity happening now
• Notifications appear for important events:
  • Conversations needing urgent attention
  • Customers waiting too long
  • System alerts or issues

Customizing Your View #

Filter by Date Range #

Use the date selector to view metrics for:

• Today
• Last 7 days
• Last 30 days
• Last 90 days
• Custom date range

Dashboard Best Practices #

Check Daily #

Spend 2-3 minutes each morning reviewing:

1. Any conversations in the queue
2. Resolution rate trends
3. Unusual spikes or drops in volume

Weekly Review #

Once per week, look at:

• Which questions are most common (add to your documents!)
• Why conversations are escalating (can you improve training?)
• Response quality (read some full conversations)

Act on Insights #

When you notice patterns:

High escalation on specific topics?
→ Add more training documents about those topics

Low resolution rate?
→ Review recent conversations to see where the agent struggles

Long response times?
→ Check if your knowledge base is organized efficiently

Common Dashboard Questions #

Why do some numbers seem delayed? #

Some metrics are calculated every few minutes, not instantly. Refresh your browser to see the latest data.

What's the difference between "open" and "active"? #

• Open = conversation started but may be waiting for a response
• Active = actively exchanging messages right now

Can I export this data? #

Yes! Click Export in the analytics section to download reports in PDF or CSV format.

Next Steps #

• Learn about Conversations to understand the full conversation flow
• Explore Analytics for deeper insights
• Check out Queue Management to handle escalations efficiently