The Performance tab gives you a clear view of how your AI Messaging Agent handles conversations. You can see how many conversations the agent resolved on its own, how many it handed off to a teammate, and how many ended without a resolution, so you can find gaps and improve your agent over time.

How to access the Performance tab

Steps

  1. Go to Aircall Dashboard > AI Agents > AI Messaging Agents.
  2. Select your agent.
  3. In the left menu, under Monitor, select Performance.
Performance tab

What you will see on the tab

At the top of the tab, you see the agent’s performance overview, the date range shown and the total number of conversations in that period.

Use the period selector, which shows Last 7 days by default, to change the period.

Core performance metrics

Three cards summarize how your agent handles conversations. Each card shows the rate, the number of conversations behind it (for example, “1 of 2 conversations”), and the change in percentage points compared with the previous period.

  • Autonomous resolution rate: The percentage of conversations the agent resolved without human support.
  • Escalation rate: The percentage of conversations the agent handed off to a teammate.
  • Goal completion rate: Conversations where the agent achieved its objective. Measured across all conversations, so it overlaps escalated ones.

The information icon next to each metric name shows its definition.

How your conversations end

The Total conversations diagram shows how the conversations your agent received during the selected period end. The legend shows the percentage and the number of conversations for each outcome:

  • Autonomous resolution: Resolved without human support.
  • Escalated to a person: Handed off to a teammate.
  • Unresolved / interrupted: Conversation ended without resolution, including the ones that ended because the customer stopped replying.

Use this diagram to spot patterns, such as a high number of escalated or unresolved conversations.

Improving your agent’s results

To understand what happened in a conversation, open it in Aircall Workspace, where you can view the full message history. In the Messages view, the AI messaging filter highlights all conversations containing AI agent interventions.

If your escalation rate is high, follow these steps.

Steps

  1. Review the escalated conversations.
  2. Identify recurring unanswered questions.
  3. Update or expand your knowledge base. For details, please see Using knowledge sources for your AI Agents.
  4. Refine the agent’s goal and instructions.
Tip: Check the Performance tab again after each change. The comparison with the previous period shows whether your update made a difference.

FAQs

How is the Performance tab different from the Analytics dashboards?

The Messages tab of the Overview and Overview+ dashboards shows message volumes, including the SMS and WhatsApp messages your agent sent automatically. The Performance tab shows how your agent handles conversations: how many it resolved, escalated or left unresolved.

What should I do if my escalation rate is high?

A high escalation rate usually points to gaps in your knowledge base. Review the escalated conversations and update your knowledge sources. For more steps, pleasesee AI Messaging Agents: FAQs.

For setup instructions, please see AI Messaging Agents: Overview and setup.