Dedicated page for AI Agent statistics

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.