Dashboard
Operate support, knowledge, and AI performance from one workspace.
The dashboard is the operating center for AnswerLoops. Its grouped navigation keeps monitoring, support work, knowledge improvement, and workspace configuration distinct while preserving quick access to every channel.
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 |
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.
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.