Performance & Cost

The Performance & Cost page is where you measure Neo’s impact and track every credit and charge. It has two tabs:

• Performance — what Neo did for you: time saved, tickets covered, and how often work finished without a human.
• Cost Analysis — where your spend goes, broken down by workflow, agent, and chat.

Open Performance & Cost from the main menu.

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Performance

The Performance tab answers “what did Neo accomplish?” Use the Agents / Workflows / All toggle to scope every metric, and the period selector (top right) to choose the window. Presets wider than your history are disabled — the header shows Execution data since the first run. At the top, three tiles set what Neo saved against what it cost: Until an admin enters your own cost per hour, Value of that time uses the typical rate for your region, shows smaller, and is marked typical US rate (or your region). Click the mark to enter your own rate. You may pay Neo in one currency and enter your cost per hour in another, for example US dollars against pounds. Neo cost is then converted into the currency of your hourly cost at the European Central Bank’s reference rate of the last business day, and the line under it gives the billed figure: from $3,385 at the ECB rate of 2 Oct 2026. Every other page keeps credits in your billing currency. Under the tiles, one line can compare the two: Neo cost about £2,600 this month and did about £41,000 of technician work at your rate: more than 15× what it cost. It shows only when all four hold:

1. An admin entered your own cost per hour. The typical rate never produces the line.
2. Neo knows your price per credit, and the cost is in the same currency as the value, converted at the ECB rate when needed.
3. The period has at least 100 runs that recorded time saved.
4. The multiple is above 5×. It is rounded down (to a whole number under 10×, to a multiple of 5 above), so it always understates.

Time saved is an estimate, so its value is one too. It leaves out runs that paused, were cancelled or failed. A run in test mode records no time saved. A workflow counts fixed minutes for each action it runs, or the minutes you set for it under Time saved per run; an action that changed nothing counts none, except triage. An agent counts its own estimate of the manual time the run replaced. Time-saved reporting begins on 6 April 2026, so every figure on this tab, credits included, starts no earlier than that day and a longer period such as Last year shows the figures since then. Below the cards, the Neo Impact panel shows ticket coverage — the tickets Neo handled versus the tickets with PSA activity, summed over the periods of the Ticket Coverage Over Time chart, and the share handled by your agents, workflows, or Neo overall — next to Goal fully met (for agents) or Success Rate (for workflows). Goal fully met counts the runs the agent itself reported as having met its goal, including a run that paused for a technician’s approval. A ticket with several runs counts once per run. To count each ticket once, by how the agent’s last run on it ended or by the status the agent left it in, ask the Neo Support Agent, for example “How many tickets did my resolver agent leave in Neo QA in September?” The Execution Volume chart then shows one stacked bar per period: on Agents, the runs the agent reported as goal fully met, goal partially met, and the rest; on Workflows and All, successful and failed runs. The bar’s height is the period’s total. A line on the right axis gives the goal-met rate (Agents) or the success rate, on an axis that starts at the period’s lowest rate rounded down to a multiple of five (never above 95%), so a small move is still readable. A period with no runs shows as zero rather than being skipped. The table of ticket categories below it shows, per category, the runs, the Success rate and, outside the Workflows tab, the Goal met rate, beside hours saved and credits. Its Credits count only runs that have a category, so they never exceed the Credits Used card and can be less: chat credits and runs without a category have no row. The table of automations below that shows each one’s hours saved and Credits for the period, so the rows add up to the cards. In both tables, Min Saved / Run is the average estimate per run that recorded one: the hours saved divided by those runs. Avg Run Time is how long a run took, which is a different number from the time it saved. Every number on this tab counts only the agents you can view. Owners and admins see every agent, as does anyone given every agent and workflow, and their totals also keep the history of agents you have since deleted; a user or viewer sees the agents they created or that were shared with them, so two people can see different totals. Tickets received is not per-agent and is not limited this way. The Ticket Coverage Over Time chart shows, per period, the tickets with PSA activity (Total Tickets) and how many of those Neo ran on (Handled by Neo). Handled is never higher than the total. Neo keeps PSA activity for the current and at least the previous calendar month, so this chart starts there even when you pick a longer period. Execution Volume reaches back to 6 April 2026.

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Your cost of technician time

Neo prices the hours it saves at your fully loaded cost per hour: a technician’s gross salary plus employer taxes, benefits and overhead, divided by the hours they work. It is usually 1.25 to 1.4 times the hourly salary. An admin or owner sets it under Settings → Your cost of technician time, then Save Settings; everyone else can read it there. Until someone does, Neo uses the typical rate for your region: Your region comes from the currency you are billed in, else your timezone, else where your data is stored. The same rate prices Neo Insights, so both pages agree. You can also ask the Neo Support Agent to set it.

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Cost Analysis

The Cost Analysis tab breaks spend into three views:

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Chat agents

The Chat Agents view reports conversational usage, split by audience with the Internal / End-user toggle — because the two are billed on completely different models. Like the Performance tab, it counts only the agents you can view.

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Internal — your technician-facing agents

Internal covers the chat agents your technicians talk to: the built-in Neo Support Agent plus any dashboard or Teams chat agents you’ve built. These draw from your credit pool, billed per tool call — a turn with no tool calls is free. Pick a month to see:

• Credits Used, Messages, Sessions, and Active Agents cards
• Chat credits & messages over time — daily credits against message volume; a day with no messages shows as zero
• Per-agent and per-user tables showing who and what is spending
• Tool usage — calls and credits per tool, with plumbing tools (loading skills, Neo’s API, memory) tagged Free so you can see what actually draws credits

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End-user — your branded Teams bot

End-user covers your white-label end-user Teams bot — the branded bot your clients’ employees message in Microsoft Teams. It is not billed in credits; it’s priced per client company — a flat monthly price for each client where someone used the bot, and nothing for the rest — separate from your credit pool. The full pricing model lives in Chat sessions & billing. Pick a month to see:

• Active Users (anyone who messaged the bot), Projected charge for the month, Tickets Raised by the bot, and Status — free trial with days remaining, active, trial ended, or disabled — with a shortcut to Billing
• Active users over time — the monthly-active-user trend
• Agents — messages and sessions per end-user agent (no credits; it’s billed per client company, not per message)
• End-clients — active users, tickets and the month’s price per client company, expandable to each employee and the specific tickets they raised. Clients nobody used the bot in show as $0.

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How to access

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Why it helps

• Prove ROI — show concrete time saved and ticket coverage from Neo’s automations and agents.
• Control cost — see which workflows, agents, tools, and chats consume the most credits, and where your end-user charges come from.
• Spot issues early — a drop in success or resolution rate, or a spike in credits, surfaces here before it becomes a surprise.

For how credits and end-user charges are calculated across every plan, see Billing & credits.