Evaluation Dashboard

Review conversation quality metrics including human evaluations, LLM evaluations, CX Score, and satisfaction data

Evaluation Dashboard

The Evaluation tab on the Dashboard brings together all conversation quality data: human review results, LLM evaluation results, CX Score analytics, and satisfaction feedback. Use it to assess overall quality and spot areas that need attention.

Accessing the Evaluation Dashboard

Navigate to Dashboard in the sidebar and select the Evaluation tab.

You need Admin or Account Manager permissions to access the Evaluation Dashboard.

Dashboard Sections

The Evaluation tab displays up to six sections, depending on your configuration.

Human Evaluations

A pie chart showing the distribution of manual evaluations (OK, KO, Neutral, Not Evaluated). These are the ratings that admins assign when reviewing conversations in the Conversation Management sidebar.

LLM Evaluations

A pie chart showing the distribution of automated evaluations (Validated, Needs Review). The Thread Evaluator generates these ratings based on dimension scores and minimum thresholds.

CX Score

Appears when the Thread Evaluator is enabled and has scored at least one conversation. Includes:

Component	What It Shows
Score Gauge	Overall average CX Score (0-100) for the selected period
Dimension Averages	Progress bars for each of the five dimensions (Resolution Quality, Response Accuracy, Tone & Empathy, Efficiency, Customer Effort)
Score Distribution	Bar chart breaking conversations into Poor (0-49), Needs Improvement (50-79), and Good (80-100)

Click a score range in the distribution chart to jump to Chat History filtered to those conversations.

See CX Score for details on how the score is calculated and how to interpret each dimension.

CX Score Trend

A line chart showing the daily average CX Score over the selected period. Use this to:

• Confirm that changes to agent instructions or knowledge base improve quality
• Spot dips that may correlate with knowledge base updates or new topics

CX Score by Agent

A bar chart comparing average CX Score across agents. Helps you identify which agents need attention and which can serve as models for others.

Satisfaction

Appears when satisfaction feedback is enabled on at least one agent and users have submitted responses. Includes:

Component	What It Shows
Total Requests	Number of satisfaction prompts sent to users
Response Rate	Percentage of users who responded
Satisfaction Rate	Percentage of positive responses among those who responded
Distribution Chart	Pie chart of satisfied / neutral / not satisfied
Daily Trend	Area chart showing daily response breakdown over time

Satisfaction feedback is configured per agent. If no agents have it enabled, this section does not appear.

Filtering Options

The Evaluation tab shares the same header filters as other dashboard tabs:

Filter	Description
Time Range	Choose from predefined ranges or set a custom date range
Organization	Filter to a specific organization
User Type	Filter by user permission level
Agent	Filter by a specific agent

PDF Export

Click the PDF export button in the dashboard header to generate a report of the current Evaluation tab view, including all visible charts and metrics.

Related Features

• CX Score - Scoring methodology and dimension details
• Thread Evaluator - Configure automated evaluation
• Conversation Management - Manually evaluate conversations
• Performance Dashboard - Overview of all dashboard tabs
• Diagnose Quality Issues - Investigate low CX Scores step by step