Analyze
Business impact
Version 1.0 · Last updated 2026-05-28
Performance tells you the agent is busy. Cost reduction tells you it is saving money. Two different conversations: one with operations, one with the CFO.
Key concepts
Ticket deflection
A conversation the agent resolved without escalating to your helpdesk. The dashboard shows the deflection count, the deflection rate as a percentage of total conversations, and the euro value based on your cost-per-ticket setting.
AI resolution rate
The share of deflected conversations where the agent fully resolved the question. A high resolution rate means the agent is not just catching conversations, it is finishing them.
Escalation rate
The share of conversations the agent handed off to a human. A low number is good. A number that keeps dropping is better.
Costs
Two components: subscription costs (your Unless plan) and AI management hours (time your team spends configuring and reviewing the agent). Both are shown in the Costs donut.
Savings
Two components: money saved by deflecting tickets (deflection count times your cost per ticket) and money saved by team efficiency (hours the Team Assistant saved times your loaded hourly rate). Both are shown in the Savings donut.
ROI
Net savings divided by total costs. The dashboard shows this as a percentage and as a euro amount per month.
What you can do here
- See ticket deflection count, AI resolution rate, and escalation rate at a glance
- Compare costs against savings in side-by-side donut charts
- Read the ROI percentage and net monthly value
- Switch between reporting periods (last 30 days, last month, last year)
- Drill into any metric to see the contributing conversations
When to use it
- Monthly stakeholder update on Unless impact
- Quarterly ROI review for the CFO
- Annual contract renewal or expansion conversation
- After a configuration change, to measure the before-and-after
When not to use it
- You want to see individual conversations. That is Conversations.
- You want to see how the agent scores on quality. That is Performance.
How it works
Every line traces back to a Customer Agent action and a downstream event (ticket closed, conversation resolved, team time logged). The dashboard multiplies volumes by the cost assumptions you configure. Nothing is invented. Clicking into a number shows the conversations behind it.
Frequently asked questions
How is ticket deflection calculated?
A deflection is a conversation the agent resolved without creating a helpdesk ticket. The agent counts a resolution when the customer confirms or leaves satisfied. Multiply deflections by your average cost per ticket to get the savings number.
What counts as team hours saved?
Hours the Team Assistant saved by drafting replies, summarizing context, and surfacing next-best actions. The calculation uses the loaded hourly rate you set in account settings.
How do I change the cost-per-ticket or hourly rate?
Open "Account > Settings" and update the cost assumptions. The dashboard recalculates retroactively.
How is ROI calculated?
Savings minus costs, divided by costs. Savings include deflections and team efficiency. Costs include the Unless subscription and internal management hours.
Can I change the reporting period?
Yes. The scope bar at the top of the tab lets you switch between last 30 days, last month, and last year.
Can I export this for a board deck?
A monthly PDF report is coming soon. For now, screenshot the tab or use the numbers in your own template.
Why is my ROI negative?
You are spending more on the subscription and management than the agent is saving. Common in the first weeks before deflection rates stabilize. Check back after 30 days of production traffic.
