What is it?

We’re introducing a new reporting experience for Customer Agent with powerful metrics like Resolution Rate, Deflection Rate, Handle Rate, and Handoff Rate—all designed to give you deeper insight into how your agent is performing.

Why does it matter?

Understanding how well your Customer Agent is working is key to improving automation, optimizing handoffs, and building trust. These new metrics give you a clearer picture of both quality and efficiency—so you can see where the agent is succeeding, where it needs training, and how it contributes to overall performance.

How does it work?

• Head to Customer Agent > Performance.
• Here you will see all the new reports and metrics:

• Resolution Rate – % of conversations where the Customer Agent gave a reply, no human was requested, and the visitor gave positive or no feedback (measured 72 hours after inactivity). This is a key quality metric.
• Deflection Rate – % of conversations that did not involve a human agent. Every resolution is a deflection, but not all deflections are resolutions. This is a measure of efficiency.
• Handoff Rate – % of conversations that were transferred to a human agent, triggered either by customer request or agent configuration.
• Handle Rate – % of total conversations in which the Customer Agent participated, across all assigned channels. A low handle rate may indicate underutilization.

Each metric is tied to specific outcomes that help you evaluate and improve the agent’s impact.

As part of this update, we’re sunsetting the "Unanswered Questions" chart. Instead, we recommend using the Knowledge Gaps feature to track questions the agent couldn’t answer. It provides more actionable data and helps you improve coverage over time.

Who gets it?

HubSpot Credits, Professional Customer Platform, Enterprise Customer Platform, Content Pro, Content Enterprise, Marketing Pro, Marketing Enterprise, Marketing+ Pro, Marketing+ Enterprise, Data Pro, Data Enterprise, Sales Pro, Sales Enterprise, Service Pro, Service Enterprise