Monitoring Metrics

The selfless.chat platform offers two main types of metrics: usage metrics and operational metrics. Each provides strategic data to monitor the performance of automated service and support decision-making based on concrete information. For this reason, these metrics are only available to Administrator users.

Usage metrics show the consumption of contracted resources, such as the number of sessions, volume of interactions, and estimated usage costs. This data helps monitor plan limits, forecast expenses, and maintain financial control of the operation, preventing unexpected charges or service interruptions due to overuse.

Operational metrics provide insights into service performance, including the number of conversations (with the bot, with agents, or pending), average response time, resolution rate, message volume, and peak hours. These indicators are essential for evaluating the effectiveness of automation and the support team, as well as guiding improvements to the service flow.

Refer to the guides below to learn how to access each of the metrics pages, which are located in different areas of the platform.