How to Track Chatbot Performance: The Metrics That Actually Matter
Not all chatbot metrics are equal. Here are the 6 numbers that tell you whether your AI agent is genuinely working — and what to do when they're off.
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The metrics that matter
1. Engagement rate
Percentage of visitors who start a conversation. Benchmark: 3–8%. Below 3% means your trigger timing or opening message needs work.
2. Completion rate
Percentage of conversations that reach the end of your lead flow. Below 50% means there's a drop-off point to investigate.
3. Qualification rate
Percentage of engaged visitors who qualify as leads. This is your primary conversion metric.
4. Handoff rate
Percentage of conversations that escalate to a human. Too high means your knowledge base needs work. Too low might mean your escalation rules are too strict.
5. Resolution rate
Percentage of conversations resolved by the AI without handoff. Target: 70–80%.
6. CSAT score
End-of-conversation satisfaction rating. Below 3.5/5 indicates the AI is frustrating visitors.
How to use these
Review weekly for the first month, then monthly once you've established baselines. Creobot surfaces all of these in the analytics dashboard.
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