AI Agent Dashboard explained

The AI Agent Dashboard is your window into AI Agent activity as you deploy them to assist in handling customer conversations. Currently, you can see up to 30 days of data in the Dashboard for all AI Agents or specific AI Agents.

Please note that only AI Agents published in AutoPilot mode will be tracked in the AI Agent dashboard.

AI Agent tickets

This element shows the total number of conversations containing a message from your AI Agents. This is inclusive of conversations that are escalated to human agents.

Assistance rate

This element shows the percentage of conversations that AI Agents have started handling and then passed along to a human agent. The percentage is taken from the total number of AI Agent conversations.

You can see the average number of messages a AI Agent exchanges before escalating the conversation, as well as how long on average the customer spent in conversation with the AI Agent before it reached a point of needing human intervention.

Resolution rate

This element shows the percentage of conversations that AI Agents have started and then closed on their own without passing them to a human agent. The percentage is taken from the total number of AI Agent conversations.

You can see the average number of messages a AI Agent exchanges before ultimately closing the conversation, as well as how long on average it took to reach a resolution.

Open ticket rate

This element shows the percentage of conversations that AI Agents are handling but have not closed yet due to lack of customer response