Dashboard Overview

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 four KPI cards at the top:

Active Agents - how many agents are currently configured and active
Total Conversations - total conversations handled
Resolution Rate - how many conversations were solved without human help
Avg Messages per Conversation - average number of messages exchanged per conversation

Below the KPI cards you'll also find:

Activity - a line chart of conversation volume over time
Top Performing Agents - your agents ranked by conversation volume and resolution rate
Recent Conversations - the latest conversations across your organization
Active Conversations (live) - conversations currently in progress, across Hay and human agents
Human escalations - escalation counts for today and this week
Attention Needed - conversations awaiting a human response
Sentiment Score Gauge - an overall sentiment score for the selected period
Sentiment Breakdown - the split of positive, neutral, and negative conversations
Document Status Overview - your knowledge base documents grouped by status

Understanding Your Metrics#

Active Agents#

The number of agents currently configured and active in your workspace.

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

Avg Messages per Conversation#

The average number of messages exchanged across all conversations. Lower values typically indicate faster resolution.

Human escalations#

Displayed as a widget below the top KPI cards. Shows the number of conversations escalated to a human agent, broken out as Today and This week, with the percentage of conversations that escalated shown as a secondary detail under each count.

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. The Queue is accessible at /queue but does not appear in the main sidebar navigation.

Navigate to /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

Note: The resolution rate shown in the Top Performing Agents widget is currently sample/demo data. Real per-agent analytics are still being developed.

Real-Time Updates#

Your dashboard updates automatically:

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 custom date picker to select any date range for the displayed metrics.

Dashboard Best Practices#

Check Daily#

Spend 2-3 minutes each morning reviewing:

Any conversations in the queue
Resolution rate trends
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?#

Exporting data isn't available from the Dashboard page itself. You can export data from Analytics > Reports using the CSV Export option.

Next Steps#

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