Understanding the Customer Agent overview dashboard

You will learn

Learn how to use the overview dashboard to analyze your Customer Agent’s performance and monitor its interactions.

Before you begin

To access this dashboard, you must have the Customer Agent enabled in Klaviyo. Learn how to enable Customer Agent.

Access the Customer Agent overview dashboard

Your overview dashboard offers insights into how site visitors interact with Customer Agent and how effectively it’s addressing or escalating inquiries.

To access the overview dashboard:

1. In Klaviyo’s left-hand navigation, select Service > Customer Agent.
2. Select the Overview tab. 

The dashboard has 2 main sections:

• Overview: 
  Presents a summary of key performance metrics related to Customer Agent’s interactions with site visitors
• Conversations:
  Provides a detailed, searchable record of all interactions between your Customer Agent and site visitors

Note that data will not appear in these sections if Customer Agent is not yet live on your website. If you disable Customer Agent after it has been live and collected data, the existing data will remain but new data will not be collected until it is live again.

Overview section

This section features a graph showing the number of conversations initiated within your configured time period. 

Use the date range selector to choose a time period for your data. Data views are based on your account’s local timezone, and are inclusive of start date and end date. For example, if today is June 7 and you choose Last 7 days, your metrics will reflect activity from June 1 through June 7, inclusive of the current date. 

Use the channel picker to choose how the data in the chart should be grouped. You can choose to group the data in the bar chart by: channel, status or tags.

The Overview section displays 4 key metrics to help you understand your Customer Agent’s activity and performance. These metrics are calculated based on entire conversations, not individual questions Customer Agent resolves within a chat session.

• Total Volume:
  Total count of conversations initiated between Customer Agent and shoppers
• Total Resolved by AI: 
  The count of conversations successfully resolved and closed by the Customer Agent without any human intervention.
• Percent Resolved by AI:
  Percentage of conversations successfully resolved and closed by the Customer Agent without any human intervention
• AI-generated sales:
  Sum of revenue attributed to interactions with Customer Agent.
  • SMS: Uses the KAV attribution settings (touch points and attribution windows) that has been defined in Settings → Attribution → SMS
  • Web Chat: counts revenue from placed orders that occur within 24 hours of the shopper clicking a product card. 

Conversations section

The Conversations section provides a searchable, filterable record of all conversations received by your Customer Agent, which you can use to review individual interactions, better understand customer inquiries, and analyze how well your Customer Agent is handling inquiries.

Conversations are organized in a table containing the following data:

• First Question: 
  The initial message sent by the shopper that started the conversation.
• Profile: 
  The name or email address / phone number of the shopper, linked to their Klaviyo profile. If the visitor has not signed into an account yet, this shows as Anonymous.
• Channel:
  The channel the conversation took place on.
• Status: 
  The current state of the conversation, with the following possible values:
  • Resolved: The Customer Agent closed the conversation without human involvement. For a conversation to have this status, 3 criteria must be met:
    • Customer Agent’s message was the last in the thread,
    • No handoff was triggered (i.e. no handoff to a human, no custom close-out message sent)
    • The conversation has been closed, either by the visitor, or by auto-close after 48 hours of inactivity.
  • Routed: The Customer Agent could not resolve the inquiry and initiated a handoff by creating a helpdesk ticket.
  • Closed: The Customer Agent could not resolve the inquiry and displayed your custom handoff message. Learn how to change your handoff settings.
  • Open: The conversation is still ongoing with Customer Agent, or awaiting a visitor reply. If Customer Agent’s last message goes unanswered and the session auto-closes, it will update to Resolved.
• Tags: the topic of the conversation
• Messages: The total number of messages exchanged in the conversation.
• Last updated: The date and time of the most recent message in the conversation.

Clicking on any row opens a view of the full message thread so you can review the details of the interaction.

Tip: Reviewing conversations by status helps you pinpoint what your Customer Agent can resolve independently and which inquiries are routed to your team. For best results, review conversations marked Routed to team, as these interactions can help you identify areas where your Customer Agent needs additional training.

Additional resources

• What types of questions can Customer Agent answer?
• How to change the handoff preference for Customer Agent
• How to test and train your Customer Agent