Explore recipe: Measuring counts of unassisted solved tickets

What's my plan?

All Suites | Professional, Enterprise, or Enterprise Plus

Support with | Explore Professional or Enterprise

Note: This article describes functionality available only to customers who had a drafted or published AI agent as of February 2, 2025. For information about equivalent functionality in the AI agents - Advanced add-on, see Analyzing AI agents - Advanced.

In this Explore recipe, you'll learn how to create a report that shows how effective your bot is. The report returns the number of tickets assisted by an agent versus the number of tickets that your bot was able to solve without agent intervention.

This article contains the following topics:

What you'll need

Creating the report

What you'll need

Skill level: Beginner

Time required: 10 minutes

Editor or Admin permissions (see Giving agents access to Explore)

Zendesk Answer Bot

Creating the report

In Zendesk Explore, click the reports () icon.

In the Reports library, click New report.

On the Select a dataset page, click Answer Bot > Answer Bot - Article Recommendations, then click Start report. The report builder opens.

In the Metrics panel, click Addand add the following metrics:

Agent assisted solved tickets

Agent unassisted solved tickets

Click Apply. By default, Explore displays the data as a table.

To change the chart type, click the Visualization type () menu and choose a different option, like Column or Pie.

Give the report a descriptive name and clickSave.

Enhancing your report

Use the attribute Ticket Channel to find out where the recommendations were fired.