Overview
Conduit tracks key performance metrics to help you understand how your team and AI are handling customer conversations. This guide explains how these metrics are calculated.
Every metric card on the dashboard has an info icon (ℹ) that shows the formula when you hover over it.
Response Time
Response time measures the duration between when a customer message arrives and when a reply is sent. This metric helps you understand how quickly your team is responding to customers.
How It’s Calculated
- Attribution: Response time is attributed to whoever sends the reply, not who the conversation is assigned to
- Median calculation: The dashboard shows the median response time across all replies in the selected time period
- Exclusions: Response times over 48 hours are excluded from the calculation to prevent outliers from skewing results
Common Scenarios
Things to Keep in Mind
- Quick responders: Someone who frequently jumps in to quickly handle others’ conversations will naturally have a lower median response time
- Complex conversations: Team members who handle more complex conversations requiring research or investigation may have a higher median response time
Response time reflects who actually responds, giving you accurate data about each team member’s responsiveness.
Automation Rate
Automation rate measures the percentage of countable agent decisions that produced an AI send.
Answer-and-escalate decisions count as successful AI sends in this headline metric. Use the disposition breakdown to distinguish fully answered decisions from sends that also escalated.
What Counts as an Escalation
The AI escalates a conversation when:
- A topic is marked as urgent
- The AI needs confirmation or authorization to complete an action
- There isn’t enough information to provide an adequate response
- The message contains attachments the AI can’t process
Improving Your Automation Rate
To increase your automation rate:
- Add more knowledge to your AI agent about common questions
- Create skills for repetitive tasks
- Review escalation patterns to identify gaps in AI training
For more details on escalation types and how to address them, see the AI Automation Dashboard.
Resolution Rate
Resolution rate measures actual conversation threads handled end to end by the agent during the selected period.
For each real provider conversation thread, Conduit deterministically selects the latest qualifying actual-autopilot decision. The thread counts toward resolution when the final disposition is resolved and the final response was sent.
The secondary Fully autonomous series uses the same denominator and shows the stricter subset with no known teammate outbound and no escalation or answer-and-escalate during the selected date range.
What Counts
- Included: Completed, inbound-triggered, non-proactive actual-autopilot decisions linked to a real conversation thread
- Excluded: Sandbox, copilot, inactive, proactive-only,
no_op, and unlinked runs
- Inbox filters: When an inbox type is selected, only conversations in that inbox type are included
- Comparison periods: The same formula is applied to the comparison date range, then aligned with the selected period on the chart
Chart Buckets vs. Headline Number
The line chart groups conversations by the time of each conversation’s latest qualifying AI run. Depending on the selected range, buckets are hourly or daily in the workspace timezone.
The headline percentage is calculated from the full selected period:
It is not an average of the visible chart buckets.
Hours Saved
Hours saved estimates the total time your AI agent has saved your team by handling messages and calls autonomously.
- Minutes per response defaults to 3 minutes but can be customized in dashboard settings
- Call duration includes only connected calls (answered or transferred), not missed calls
Est. Labor Saved
Estimated labor saved converts the hours saved into a dollar value based on your configured hourly wage.
- Hourly wage defaults to $25/hr and can be customized in dashboard settings
Triage & Context Switch Savings
This metric estimates the cost savings from AI handling your inbox, eliminating the overhead of reading, categorizing, and switching between conversations.
- 1 min per message represents the estimated time to read, categorize, and route an incoming message
- 2 min per switch represents the cognitive overhead of switching between conversations
Booking Conversion
Booking conversion measures the percentage of contacts that resulted in a booked appointment or meeting.
Booking & Transfer Rate
When no custom aggregation attributes are configured, the headline metric on the Capture tab shows the combined booking and transfer rate.
Phone Connection Rate
Phone connection rate measures how effectively your outbound calling efforts are reaching contacts.
A contact is considered “connected” if they answered an outbound call, were transferred, or called back after receiving an outbound call.
Text Connection Rate
Text connection rate measures how effectively your outbound messaging efforts are generating responses.
A contact is considered “connected” if they sent at least one incoming message after receiving an outbound message during the selected period.
Transfer Rate
Transfer rate measures the percentage of calls that were escalated to a human agent.
After-Hours Coverage
After-hours coverage measures the percentage of conversations (calls and messages) that occurred outside your configured business hours.
- Conversations include both incoming calls and incoming messages
- Business hours are configured in your workspace settings
- If business hours are not configured, this metric will not be available
AI Responses
A simple count of all outbound messages sent by AI agents (autopilot) during the selected period.
Escalations
Total count of conversations escalated to human agents during the selected period. Escalations include:
- Topics marked as urgent
- AI needs confirmation or authorization
- Insufficient information to respond
- Messages with unprocessable attachments
Conversation Insights
The conversation insights tab shows per-user and per-conversation metrics. These are the formulas behind each column.
Positive Conversation Rate
Measures the percentage of conversations where the customer had a positive experience.
CX Score
An AI-generated customer experience score on a 1-5 scale, based on conversation sentiment analysis.
- Green (≥ 4.0): Positive experience
- Amber (≥ 3.0, < 4.0): Neutral experience
- Red (< 3.0): Negative experience
AI %
The percentage of outgoing messages in a conversation that were sent by AI.
Escalations (per conversation)
Count of AI escalation events within a single conversation. Escalations are triggered by:
- Topics marked as urgent
- AI needs confirmation or authorization
- Insufficient information to respond
- Messages with unprocessable attachments
Messages (per conversation)
Total count of all messages (incoming + outgoing) in a conversation during the selected period.
Configurable Settings
Several metrics depend on configurable values that you can adjust in the dashboard settings:
