Deploying an AI agent is only half the job — measuring its impact is what proves the value. Here are the five metrics every support leader should watch.
1. Auto-resolution rate
The percentage of conversations the agent closes without human help. This is the headline number for deflection and cost savings.
2. Customer satisfaction (CSAT)
Automation should never come at the cost of experience. Track CSAT for AI-handled conversations alongside human ones.
3. First response & resolution time
AI agents respond instantly. Watch how average resolution time drops across your queue.
4. Escalation rate & reasons
Where the agent hands off to a human tells you exactly where to improve knowledge and add new actions.
5. Cost per resolution
The bottom line: how much each resolved issue costs with AI versus humans alone.
Botworks surfaces all five in a single dashboard. See it in a demo.
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