We’re excited to announce that we’re centralizing all the AI Agent-related statistics in a dedicated view.

This will allow Automate subscribers to check how their AI agent performs at a glance. The reports could help identify what is needed to improve the AI Agent's performance as well as identify knowledge gaps.

What is included?

AI Agent's overall performance

• Granular view of AI Agent’s performance in terms of First Response Time, CSAT, one-touch tickets and other key support metrics.

Insights into the outcome and frequent intents

• Review the top 10 intents or outcomes.

  • Understand what AI Agent’s tickets are about (for example, questions about a customer’s account, orders, or product). Help you understand the frequency of specific topics.

  • Furthermore, see the AI Agent outcomes of the above intents and understand when AI Agent hands over, snoozes or closes a particular ticket intent.

Breakdown of all intents

• Review the number or % of tickets labeled with each intent or outcome value within the selected timeframe, broken down by day/week/hours

• You can expand views to see:

  • Percentage of tickets labeled with a specific value.

  • Open the original conversations of each ticket.

Trend of AI Agent's automated interactions

• Detailed view of automated interactions from AI Agent during the selected timeframe, compared to the previous period.

• View Automate interactions over time broken down by day/week/hour.

How to reach it

Go to Statistics and then select AI Agent from the Automate section.