Dashboard
Operate support, knowledge, and AI performance from one workspace.
Use the dashboard to review open work, answer outcomes, and response targets. The sidebar links to tickets, knowledge, reporting, and workspace settings.
Stat cards
| Card | What it shows |
|---|---|
| Auto-Answered | Questions resolved automatically by AI |
| Deflection rate | Deflected / Total — your key efficiency metric |
| Open | Questions that still need attention |
| In Progress | Questions currently being handled |
| Resolved | Completed support conversations |
| Needs Review | Answers waiting for a human decision |
| AI Drafts Pending | Draft replies ready to review |
| SLA Breaches | Tickets past their configured response target |
Tickets marked duplicate are left out of every stat card, the deflection rate, category breakdown, and SLA figures, so a repeated question is only counted once. Mark a ticket as duplicate from its status form on the ticket page.
Deflection rate
A deflection happens when the AI answers a question with confidence above your threshold (default 0.8) and the user doesn't escalate to a human. Higher = less manual support work.
Tickets classified as bug are excluded from this metric entirely — the knowledge base can't contain a fix that doesn't exist yet, so declining to auto-answer a bug report is correct behaviour, not a miss. Deflection rate reflects how well answerLoops handles questions the knowledge base can actually answer.
Quick actions
The dashboard surfaces quick links to the most common tasks: adding knowledge, reviewing deflection trends, configuring AI behavior, and reviewing the generated FAQ. The open-ticket panel prioritizes unresolved work, while the SLA panel separates time-sensitive conversations from the rest of the queue.
Live updates
Tickets, draft availability, and team membership update while the dashboard is open. If the connection is interrupted, the page reconnects and refreshes. Returning to a background tab also refreshes its data.
Self-hosted operators using a pooled database connection should configure DIRECT_DATABASE_URL for live updates. See environment variables.
Navigation
The workspace sidebar groups pages by the job they support:
- Monitor: Dashboard, Analytics, and Simulation
- Support: Tickets and widget Leads
- Improve: Knowledge Base, FAQ, and Knowledge Gaps
- Configure: Billing and Settings
On mobile, the same navigation is available from the menu button in the top bar.