AI Insights (Loop)
The AI report card. Where your agent is winning, where it needs help.
4 min readUpdated May 21, 2026
Loop (the brand-coloured pill at the top of the sidebar) is your AI report card. It is the answer to "is the AI doing a good job and where is it weakest?". Open it weekly to spot patterns before they become problems.
The four metrics that matter
- Reply quality. The % of AI replies a teammate did NOT have to correct or re-send.
- Handoff rate. The % of conversations the AI escalated to a human, and why.
- Lead conversion. The % of conversations that became Hot Leads or Customers.
- Time-to-resolution. From first customer message to archive, AI vs human handled.
Why each metric matters
A low reply-quality score means the prompt needs work, the knowledge base is missing facts, or both. A high handoff rate is fine if customers are getting helped, but a problem if the AI is bailing on questions it should answer. Lead conversion tells you whether your prompt is closing or just chatting.