Home Page

Quack Homepage Overview

The Quack homepage gives you a complete view of your AI agent’s performance. All key metrics are available in one place, with flexible date filtering to focus on the time period that matters most.

Selecting a Date Range

  1. Go to the date picker in the top-right corner

  2. Select your preferred time frame

  3. All metrics update instantly to reflect your selection

💡 Pro Tip: Compare different time frames to spot trends and track improvements over time

Key Metrics

Total Conversations or Tickets

  • Shows the total number of conversations handled by Quack in the selected time frame

  • If you’re tracking tickets, this metric shows the total ticket count instead

Quack Handled

  • Covers interactions that were fully managed by Quack or escalated as expected

  • Includes a comparison to the previous period so you can see performance shifts

Average QA Score

  • Calculated for both conversations or tickets

  • Applies to both Quack AI agents and human agents

  • Compared against the previous period for quick benchmarking

Resolution Insights

Pie Chart Breakdown

  • Quack Resolved End-to-End: Cases fully handled by Quack

  • Expected Escalations: Smoothly transitioned to a human agent

  • Unexpected Escalations: Highlights training opportunities for improving AI handling

Overtime Breakdown and Traffic Light Method

  • Track resolution performance trends over time

  • Use the traffic light method (green, yellow, red) for clear visibility

Additional Performance Metrics

At the bottom of the homepage, you’ll find:

  • Average CSAT Score: Customer Satisfaction & Experience Tracking

  • Average Time to Resolution: Speed of problem-solving

  • Average First Response Time: How quickly Quack responds to customers

Why This Matters

The homepage brings all performance insights into one place, helping you measure, compare, and continuously improve Quack’s impact.