When to use
- You want to understand how to use the ClaudIA Metrics Dashboard end to end
- You need to know what each tab shows and how to filter by project and period
- You want to understand why conversations were transferred to N2 and how that connects to your settings
- You are getting started with the dashboard and want a visual onboarding (video in Portuguese, English, or Spanish)
Prerequisites
- Access to the ClaudIA project Hub with the Dashboard enabled
About this article
The Metrics Dashboard is the consolidated view of your project's ClaudIA performance. It updates automatically and brings together, in one place, retention, quality (CSAT and GenCX Score), transfer reasons, content usage, and flow performance. This article explains how to navigate the dashboard and includes the explainer videos in three languages.
How to access and filter
Open the dashboard from the project Hub (with the Dashboard enabled). At the top of the screen, use the global filters — they apply to every chart:
- Project — selects the operation being analyzed
- Start date / End date — the time range applied to all cards
- Aggregation (day / week / month) — granularity of the time series
How the Dashboard is organized
The dashboard is split into tabs, each with an analysis focus:
| Tab | What it is for |
|---|---|
| General Information | Overview: ticket volume, retention vs. goal, response time, and reasons for transfer to N2 |
| CSAT | Customer-reported satisfaction, response rate, and breakdown by tag |
| GenCX Score | AI-evaluated quality (% of bad cases), including by tag |
| Tags | Volume, retention, and CSAT by topic/tag |
| Content | Usage of N1/N2/interactive content, retention, and content that most often transfers |
| Controlled Flows | Eddie flow performance (executions, drop-off, retention, escalations) |
| Classifier and Clarifier | Clarification activations and cases with a high chance of missing content |
| Bot Handoff (Asked for Human) | Topics that most drive human requests and content used before the request |
| Audit | Audited errors by content, tag, and criticality |
| Agentic Usage | Metrics for conversations where Agentic was triggered |
| Data to export | Ticket and content listings for external analysis |
The structure repeats by dimension (parallelism)
One thing that makes the dashboard much easier to read: the same business metrics are repeated for every analysis dimension. In other words, the same "kit" of indicators — Usage, Tickets, Retention, CSAT, and GenCX Score — is available by Content, by Tag, and by Eddie/Flow. Learning to read one dimension means you can read them all.
| Dimension | Where to find it | Available metrics |
|---|---|---|
| Content (section) | Content tab | Usage, tickets, retention, CSAT, GenCX + how much each content transfers to N2 |
| Tag (topic) | Tags tab | Volume, tickets, retention, CSAT, GenCX over time |
| Eddie / Flow | Controlled Flows tab | Executions, drop-off, tickets, retention, CSAT, escalations |
Because the lens is the same, you read any dimension in the same order: Volume → Retention → Quality (CSAT/GenCX) → dig deeper into whatever is off.
What you can do with this data (business applications)
The dashboard is not just a scoreboard — it points to where to act. Some practical uses:
- Prioritize content: find content with low retention or heavy N2 usage and prioritize creating/adjusting material — the most direct path to raising retention.
- Turn N2 into N1: the card "Top content transferring to N2 - Potential to increase Retention" lists content currently resolved in N2 that could become N1. Each one is a concrete retention opportunity.
- Fix section selection: "N2 Section Selection Errors — Used vs Correct" shows where ClaudIA used the wrong section — a direct content-review backlog.
- Assess quality by topic: cross CSAT and GenCX Score by Tag to find topics with the worst experience and act on the prompt or the content for that topic.
- Measure each Eddie/Flow's ROI: compare retention, drop-off, and escalations per flow to decide which to keep, adjust, or retire.
- Close gaps that drive "Asked for Human": the Bot Handoff (Asked for Human) tab shows the topics that most request a human and the content used right before the request — great to discover what is missing.
- Diagnose transfers: use the Reason for Transfer to N2 (below) to tie each handoff to a setting and prioritize the right fix.
- Export for external analysis: the Data to export tab provides ticket and content listings for your own cross-analysis or A/B test tracking.
Drill-down example — transfers by N2 content. If you notice many conversations going to N2 because of N2 content, you can investigate in layers:
- Open the "Top content transferring to N2" card and identify the content that transfers the most.
- Use the Hub links (by content / by reason) to open the real tickets for that content.
- Decide the action: turn the content into N1 (if ClaudIA can resolve it on its own) or fix/complete the material when the selection was right but the answer was incomplete.
Overview: "Resolution Reason N2" metrics (Reason for Transfer to N2)
In the General Information tab, the card "Percentage of Tickets by Reason for Transfer to N2" shows why each conversation ended in N2 (transferred to a human).
The key point: each reason maps directly to a behavior or setting in your operation. The friendly label shown in the chart corresponds to a rule you defined for ClaudIA — so this card works as a diagnosis of your own configuration. If a reason grows, you know exactly which setting to review.
| Reason shown in the Dashboard | What it means / related setting |
|---|---|
| Customer asked for a human | The customer explicitly requested to talk to an agent |
| Frustration detected | Frustration detection identified dissatisfaction in the conversation |
| Negative feedback in the satisfaction check | The in-conversation satisfaction check indicated the problem was not solved |
| ClaudIA was not confident in the answer | The confidence/attempt limit was reached |
| Number of interactions above the message limit | The conversation went past the configured message limit |
| ClaudIA went more than 10 minutes without responding | Handover by timeout (no response within the time window) |
| Clarification attempt limit reached | The clarifier ran out of attempts to clarify the question |
| ClaudIA detected a transfer action | A transfer message/action defined in content was triggered |
| ClaudIA used N2 content / N2 content was first in the TOPK / Section reuse limit reached | Rules tied to content marked as N2 in the knowledge base |
| No relevant content found | There was no content in the base to answer the request |
| Eddie transferred / Error calling Eddie / Repeated Eddie flow / Incorrect use of Eddie | Behavior of controlled flows (Eddie) |
| Escalated outside human service hours | The transfer happened outside the configured service hours |
| Escalated due to an attachment | The conversation received an attachment and was transferred |
| Forced N2 handover | A forced-handover rule was applied |
| Multiprompt | The N2 answer was returned via multiprompt |
Next to it, in the same card group, "Links to access the Hub - Resolution Reason" takes you straight to the tickets for each reason in the Hub — useful to inspect real examples and understand what led to the transfer.
Videos by language
Prefer a step-by-step video? Watch the full Metrics Dashboard tutorial in three languages:
🇧🇷 Portuguese (Brazil)
🇺🇸 English
🇪🇸 Spanish
Notes
-
To understand the settings that trigger each transfer reason: ClaudIA Settings — Transfer and ClaudIA Settings — Behavior
-
To track retention: How to Improve Claudia's Retention?
-
To use the GenCX Score: How to best use the Gen CX Score
-
To understand CSAT: How to improve ClaudIA's quality (CSAT)