How can I see how many conversations were initiated but not transferred to human agents in Analytics?

Question

Where in Analytics can I find the number of initiated conversations that never escalated to a human agent?

Answer

With AI Agents - Advanced, see the article: Analyzing advanced AI agent performance with the reporting dashboard

Note: This feature is available if you purchased the AI agents - Advanced add-on.

With AI agents legacy, use the legacy Answer Bot dashboard for bot builder activity (Legacy) from Analytics: Analyzing your bot builder activity (Legacy)

Note: If you drafted or published an AI agent as of February 2, 2025, you use AI agent for messaging (Legacy).

With AI agents Essential, identify customer requests that are ongoing or have been solved without human intervention through the creation of a view to show AI agent tickets.

Note: If the word Essential appears in your AI agents settings, you use this feature.

For more information, see the article: Getting started with AI agents - Essential