Monitoring AI performance & recent activity
Volume and conversion numbers tell you how much HAB is doing. The AI Performance card and Recent Activity feed tell you how well it's doing — and give you a direct path to the leads and conversations behind each number.
AI Performance metrics
The AI Performance card on your Dashboard tracks two signals:
| Metric | What it measures | What healthy looks like |
|---|---|---|
| Response Time | How quickly HAB replies after a customer speaks or types. | Fast and consistent — typically a few seconds or less. |
| Fallback Rate | How often HAB couldn't answer and had to take a message, hand off, or end without resolving the request. | 0 or very low. Every fallback is a question your Knowledge Base didn't cover. |
For example, 2.2s response time with 0 fallbacks means HAB is answering quickly and handling conversations on its own — exactly what you want.
When response time rises
- A sudden spike may point to a temporary system issue — check again after an hour.
- Consistently slow responses on chat are worth reporting to support.
- On voice calls, long pauses can make callers hang up. Test with Test Audio with Current Settings under Bot → Bot Settings.
When fallback rate rises
This is the most actionable signal on the Dashboard:
- Open Conversations and filter to recent ones where HAB took a message or couldn't book.
- Read the transcript — what question stumped HAB?
- Add the missing answer to your Knowledge Base or FAQs.
- Recheck fallback rate over the next few days. Each gap you fill should push it back down.
Note: For a deeper dive on containment, conversion rate, and other performance signals, see Understanding AI performance metrics in Conversations.
Recent Activity feed
At the bottom of the Dashboard, Recent Activity lists the latest things HAB did — rolled up as summary rows such as:
- Leads captured — how many new leads came in, with a link to the source.
- Appointments booked — how many jobs landed on your calendar, with the conversion rate noted.
- Calls handled by AI — total voice conversations, with fallback count shown.
- Chats handled — total chat conversations, with average response time noted.
Unlike the KPI cards above, Recent Activity rows are clickable. Select one to jump straight to the related leads, conversations, or bookings.
Use the feed for a daily two-minute check:
- Scan the latest rows — anything unexpected?
- Click through on a row that looks off (for example, calls handled but zero appointments).
- Read one or two conversations to understand why.
- Fix the root cause today rather than waiting for weekly metrics to shift.
A simple weekly review routine
| Day | Action |
|---|---|
| Monday | Check KPI cards and the Week trend graph. Note conversion rate and channel split. |
| Mid-week | Glance at AI Performance — response time and fallback rate. |
| Friday | Read Recent Activity, click into anything that didn't convert, and queue Knowledge Base updates for the weekend. |
Connecting metrics to fixes
| Signal | Likely cause | Fix |
|---|---|---|
| Fallback rate up | Missing FAQ or service info | Update Knowledge Base or FAQs |
| Conversion rate down, fallback rate fine | No open calendar slots | Add availability in Calendar |
| Chats up, calls flat | Widget working, phone not forwarded | Check forwarding with your carrier |
| Revenue flat, leads up | Low-value or unqualified leads | Review qualifying questions in Bot settings |
| Response time up on voice only | Voice config issue | Retest under Bot → Bot Settings |
Tip: Aim for steady improvement, not perfection. A fallback rate that drops from 5 to 2 after one FAQ update is a real win — and you'll see it in both the AI Performance card and your conversion trend graph within days.
Note: Metrics update as conversations complete. A call still in progress won't appear in your totals until it ends.
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