Agent Intelligence
Understand how your human and AI agents are really performing, uncovering customer friction, operational risks, inconsistencies, and AI failures before they impact customers at scale.
The Agent Performance page helps support leaders evaluate how both human and AI agents are performing across customer conversations. It combines conversation quality analysis, operational metrics, behavioural scoring, capability analysis, and AI-generated recommendations into a single workspace. The feature is designed to help teams understand where customer experiences are deteriorating, where operational inconsistencies are emerging, and where additional coaching, governance, or workflow improvements may be required.
The page helps organisations identify underperforming agents or bots, detect capability gaps, monitor customer effort and frustration, and track issues such as overrides, inconsistencies, corrections, and operational risk. It also plays an important role in AI governance by helping teams monitor autonomous AI behaviour and verify that support operations remain aligned with internal policies and customer expectations.
Accessing Agent Performance
From the Isara sidebar, open the Reporting section and select Agent Performance. The page contains two primary areas: the Summary tab and the Actions tab.
This feature is only available for users with the manager role and only on certain plans
See plan details here: www.isara.ai/pricing
Updated 12 days ago