Last updated: May 6, 2025
Available with any of the following subscriptions, except where noted:
Service Hub
Professional
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Enterprise
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Use the Performance tab to track key metrics and get a comprehensive overview of how well your customer agent is performing. You can monitor progress over time and identify knowledge gaps, allowing you to fine-tune your agent's responses and enhance its efficiency.
Learn more about creating a customer agent.
View reports
You can track key metrics, including the total number of resolved and deflected conversations, the number of conversations escalated to a human, agent workload and query volume, and the count of unanswered questions.
- In your HubSpot account, navigate to Service > Customer Agent.
- Navigate to the Performance tab.
- Conversations Resolved: the count of customer issues resolved by the customer agent over time.
- Conversations Deflected: the count of conversations deflected by the customer agent over time.
- AI to Human Handoff: the count of handoffs from the customer agent to human agents over time.
- Agent Workload: the count of conversations or tickets assigned to the customer agent over time.
- Unanswered Questions: the count of questions the customer agent couldn’t answer.
View knowledge gaps
You can view a list of questions your customer agent could not answer, helping you identify knowledge gaps. You can then add responses to address and resolve these gaps.
- In your HubSpot account, navigate to Service > Customer Agent.
- Navigate to the Performance tab.
- In the left sidebar, click Knowledge gaps.
- In the table, view the topic, number of conversations, and when the last conversation took place.
- To view more information, click the Topic. Here, you can see the exact question asked, a link to the corresponding ticket, and the date.
- To create an answer for the question, click Create an answer in the top right:
- In the right panel, you can edit the question and enter an answer.
- To preview the answer, click Preview.
- To create the answer, click Create.
- Once created, your answer can be found in the Short answer sidebar on the Content tab. Learn more about editing short answers.
