Understanding the AI agents dashboard in analyst copilot (EAP)

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<p id="docs-hc-snippet" style="display: none;">Analyst copilot features a prebuilt dashboard that provides a comprehensive, at-a-glance view of your organization’s overall AI agent performance.</p>
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<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an Early Access Program (EAP). You
can <a class="xref" href="https://community.zendesk.com/zendesk-eap-agentic-analytics-154/how-do-i-sign-up-for-the-agentic-analytics-eap-21701" target="_blank">sign up for the EAP</a>.</div>
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<p class="p">Analyst copilot features a prebuilt dashboard that provides a comprehensive, at-a-glance
view of your organization’s overall AI agent performance.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="acp_dashboard_ai_agents__ul_tmf_s5w_zjc">
<li class="li"><a class="xref" href="#topic_u5r_s5w_zjc">Accessing the AI agents dashboard</a></li>
<li class="li"><a class="xref" href="#topic_dmh_tqx_zjc">Understanding the AI agents dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_u5r_s5w_zjc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the AI agents dashboard</h2>
<div class="body">
<p class="p"><strong class="ph b">To access the AI agents dashboard</strong></p>
<ol class="ol" id="topic_u5r_s5w_zjc__ol_y3f_y3l_hjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Analytics</a>, click the Home (<img class="image" id="topic_u5r_s5w_zjc__topic_o24_d3p_hvb_image_ovd_jsv_4xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) icon
in the sidebar.</li>
<li class="li">On the analyst copilot home page, search for and click the <strong class="ph b">AI agents</strong>
dashboard.<p class="p">The dashboard opens on the Conversations tab.</p>
<p class="p"><img class="image" id="topic_u5r_s5w_zjc__image_y3c_f5x_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_1.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dmh_tqx_zjc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the AI agents dashboard reports</h2>
<div class="body">
<div class="p">The AI agents dashboard contains the following tabs:<ul class="ul" id="topic_dmh_tqx_zjc__ul_jdp_nvx_zjc">
<li class="li">
<strong class="ph b">Conversations</strong>: General information about AI agent conversations in
your account.</li>
<li class="li">
<strong class="ph b">Satisfaction</strong>: Information about requested and submitted customer
satisfaction surveys.</li>
<li class="li">
<strong class="ph b">Use cases</strong>: Information about conversations that referenced use cases. </li>
<li class="li">
<strong class="ph b">Knowledge</strong>: Information about how your AI agents interacted with
articles in your help center and with other external sources.</li>
</ul>
</div>
<p class="p">All reports can be filtered by conversation start date, AI agent name, conversation
source, conversation channel, conversation reply type, conversation segments,
conversation use cases, conversation language, conversation labels, and conversation
stage.</p>
<p class="p"><img class="image" id="topic_dmh_tqx_zjc__image_djy_x5x_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_2.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fcr_35x_zjc">
<h2 class="title topictitle2" id="ariaid-title4">Understanding the Conversations tab</h2>
<div class="body">
<p class="p">The conversations tab contains general information about AI agent conversations in
your account.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ocw_rwx_zjc">
<h3 class="title topictitle3" id="ariaid-title5">Conversations tab headline metrics</h3>
<div class="body">
<p class="p">The conversations tab contains the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_ocw_rwx_zjc__ul_vpr_nxx_zjc">
<li class="li">
<strong class="ph b">Conversations</strong>: The total volume of conversations.</li>
<li class="li">
<strong class="ph b">Understood conversations rate</strong>: The percentage of conversations where
the AI agent was able to correctly interpret the customer’s intent and
follow the correct workflow, whether it resulted in a resolution or an
escalation.</li>
<li class="li">
<strong class="ph b">Understood conversations</strong>: The number of conversations where the AI
agent was able to correctly interpret the customer’s intent and follow the
correct workflow, whether it resulted in a resolution or an escalation.</li>
<li class="li">
<strong class="ph b">Assisted escalation rate</strong>: The percentage of conversations where the
AI agent helped, then escalated to a human agent.</li>
<li class="li">
<strong class="ph b">Assisted escalations</strong>: The number of conversations where the AI agent
helps, then escalates to a human agent.</li>
<li class="li">
<strong class="ph b">Unassisted conversations rate</strong>: The percentage of conversations where
the AI agent only triggered system replies (such as greetings or small
talk), and did not perform any meaningful automation, generative replies, or
knowledge-based answers. </li>
<li class="li">
<strong class="ph b">Unassisted conversations</strong>: The number of conversations where the AI
agent only triggered system replies (such as greetings or small talk), and
did not perform any meaningful automation, generative replies, or
knowledge-based answers. </li>
<li class="li">
<strong class="ph b">Automated resolution rate (AR)</strong>: The percentage of customer issues
that were fully resolved by an AI agent, without any human agent
intervention.</li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>: The number of customer issues that were fully
resolved by an AI agent, without any human agent intervention.</li>
<li class="li">
<strong class="ph b">Verified resolution rate</strong>: The percentage of customer issues that were
fully resolved by an AI agent and whose resolution was confirmed by
the Zendesk verification process.</li>
<li class="li">
<strong class="ph b">Contained resolution rate</strong>: The percentage of conversations where the
AI agent resolved the conversation without follow-up from the customer.</li>
</ul>
<p class="p"><img class="image" id="topic_ocw_rwx_zjc__image_pdh_jyx_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_3.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_mzw_rwx_zjc">
<h3 class="title topictitle3" id="ariaid-title6">Conversations tab reports</h3>
<div class="body">
<p class="p">The conversations tab contains the following reports:</p>
<ul class="ul" id="topic_mzw_rwx_zjc__ul_nrr_zyx_zjc">
<li class="li">
<strong class="ph b">Conversations by status over time</strong>: Displays the number of
conversations over time and their status. You can select a <strong class="ph b">Time grain</strong>
setting to control the date range displayed.<p class="p"><img class="image" id="topic_mzw_rwx_zjc__image_zxg_ndy_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_16.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Automated resolutions by pricing tier over time</strong>: Displays the number
of contained and verified resolutions over time. You can select a <strong class="ph b">Time
grain</strong> setting to control the date range displayed.<p class="p"><img class="image" id="topic_mzw_rwx_zjc__image_nsh_qdy_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_17.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Conversations by channel</strong>: Displays the total number of conversations
for each of your channels.<p class="p"><img class="image" id="topic_mzw_rwx_zjc__image_u4p_sdy_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_18.png" width="550"></p>
</li>
<li class="li">
<strong class="ph b">Conversations by channel over time</strong>: Displays the total number of
conversations for each of your channels over the time period
selected.<p class="p"><img class="image" id="topic_mzw_rwx_zjc__image_d5c_vdy_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_19.png" width="700"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_slx_35x_zjc">
<h2 class="title topictitle2" id="ariaid-title7">Understanding the Satisfaction tab</h2>
<div class="body">
<p class="p">The satisfaction tab contains information about requested and submitted customer
satisfaction surveys.</p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_vls_qwx_zjc">
<h3 class="title topictitle3" id="ariaid-title8">Satisfaction tab headline metrics</h3>
<div class="body">
<p class="p">The satisfaction tab contains the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_vls_qwx_zjc__ul_ix1_qxx_zjc">
<li class="li">
<strong class="ph b">Satisfaction score (BSAT)</strong>: The percentage of conversations that were
rated with a BSAT (bot satisfaction) score by customers.</li>
<li class="li">
<strong class="ph b">Rating requested ratio</strong>: The percentage of conversations for which the
customer was asked to provide a satisfaction rating (BSAT), and a rating was
submitted by the customer.</li>
<li class="li">
<strong class="ph b">Ratings requested</strong>: The number of conversations where a rating was
requested from the customer.</li>
<li class="li">
<strong class="ph b">Rating given ratio</strong>: The percentage of conversations for which a
rating was given by the customer.</li>
<li class="li">
<strong class="ph b">Ratings given</strong>: The number of conversations for which a customer
submitted a rating.</li>
</ul>
<p class="p"><img class="image" id="topic_vls_qwx_zjc__image_e14_5yx_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_4.png" width="450"></p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_cct_qwx_zjc">
<h3 class="title topictitle3" id="ariaid-title9">Satisfaction tab reports</h3>
<div class="body">
<p class="p">The satisfaction tab contains the following reports:</p>
<ul class="ul" id="topic_cct_qwx_zjc__ul_ah3_bzx_zjc">
<li class="li">
<strong class="ph b">Conversations by satisfaction category</strong>: Displays customer survey
results, either positive, negative, or neutral.<p class="p"><img class="image" id="topic_cct_qwx_zjc__image_gqf_wby_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_11.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Conversations by satisfaction rating</strong>: Displays your conversations
sorted by rating (1-5).<p class="p"><img class="image" id="topic_cct_qwx_zjc__image_onh_zby_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_12.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Satisfaction score over time</strong>: Displays the percentage of rated
conversations over time. You can select a <strong class="ph b">Time grain</strong> setting to
control the date range displayed.<p class="p"><img class="image" id="topic_cct_qwx_zjc__image_c2m_ccy_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_13.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Rating given ratio over time</strong>: Displays the percentage of ratings
given over time. You can select a <strong class="ph b">Time grain</strong> setting to control the
date range displayed.<p class="p"><img class="image" id="topic_cct_qwx_zjc__image_utt_2cy_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_14.png" width="500"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_hdz_35x_zjc">
<h2 class="title topictitle2" id="ariaid-title10">Understanding the Use cases tab</h2>
<div class="body">
<p class="p">The use cases tab contains information about conversations that referenced use cases.
A use case represents a distinct topic customers may need help with, such as “order
returns,” “refund requests,” or “technical troubleshooting.”</p>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_ijw_2zx_zjc">
<h3 class="title topictitle3" id="ariaid-title11">Use cases tab headline metrics</h3>
<div class="body">
<p class="p">The use cases tab contains the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_ijw_2zx_zjc__ul_zgt_hzx_zjc">
<li class="li">
<strong class="ph b">Conversations with use cases</strong>: The number of conversations where the
AI agent is able to recognize the specific topic or reason for contact and
take an appropriate automated action or route the conversation
accordingly.</li>
<li class="li">
<strong class="ph b">Use cases</strong>: The number of use cases defined in your account. </li>
<li class="li">
<strong class="ph b">Use cases triggered</strong>: The number of conversations where a use case was
triggered.</li>
<li class="li">
<strong class="ph b">Automated resolution rate (AR)</strong>: The percentage of customer issues
that were fully resolved by an AI agent, without any human agent
intervention.</li>
<li class="li">
<strong class="ph b">Verified resolution rate</strong>: The percentage of customer issues that were
fully resolved by an AI agent, and where the resolution was confirmed by
Zendesk’s verification process.</li>
<li class="li">
<strong class="ph b">Contained resolution rate</strong>: The percentage of conversations where the
AI agent resolved the conversation without follow-up from the customer.</li>
<li class="li">
<strong class="ph b">Assisted escalation rate</strong>: The percentage of conversations where the
AI agent helped, then escalated to a human agent.</li>
<li class="li">
<strong class="ph b">Satisfaction score (BSAT)</strong>: The percentage of conversations that were
rated with a BSAT (bot satisfaction) score by customers.</li>
</ul>
<p class="p"><img class="image" id="topic_ijw_2zx_zjc__image_xvg_l1y_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_6.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_jpp_qwx_zjc">
<h3 class="title topictitle3" id="ariaid-title12">Use cases tab reports</h3>
<div class="body">
<p class="p">The use cases tab contains the following reports:</p>
<ul class="ul" id="topic_jpp_qwx_zjc__ul_tqb_czx_zjc">
<li class="li">
<strong class="ph b">Use case performance</strong>: Displays information about the use cases in
your account and their usage. For each use case, information about
resolutions, escalations, and satisfaction is shown.<p class="p"><img class="image" id="topic_jpp_qwx_zjc__image_r3c_fby_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_9.png" width="750"></p>
</li>
<li class="li">
<strong class="ph b">Use case automation over time</strong>: Displays information about
conversations, escalation rates, and resolution rates over time.<p class="p"><img class="image" id="topic_jpp_qwx_zjc__image_ykt_jby_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_10.png" width="700"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_rzz_35x_zjc">
<h2 class="title topictitle2" id="ariaid-title13">Understanding the Knowledge tab</h2>
<div class="body">
<p class="p">The knowledge tab contains information about how your AI agents interacted with
articles in your help center and with other external sources.</p>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_wdj_2zx_zjc">
<h3 class="title topictitle3" id="ariaid-title14">Knowledge tab headline metrics</h3>
<div class="body">
<p class="p">The knowledge tab contains the following headline metrics (KPIs):</p>
<ul class="ul" id="topic_wdj_2zx_zjc__ul_rr4_3zx_zjc">
<li class="li">
<strong class="ph b">Knowledge articles</strong>: The total number of articles in your
account.</li>
<li class="li">
<strong class="ph b">Conversations with knowledge</strong>: The number of conversations where the
AI agent resolves or addresses a customer’s question by providing answers
generated directly from connected knowledge sources. </li>
<li class="li">
<strong class="ph b">Knowledge retrievals</strong>: The number of times that the AI agent finds and
surfaces relevant articles from your connected help center content or from
external sources. This is generally used for customer or agent questions
that don’t have a clear, predefined intent or workflow.</li>
<li class="li">
<strong class="ph b">Automated resolution rate (AR)</strong>: The percentage of customer issues
that were fully resolved by an AI agent, without any human agent
intervention.</li>
<li class="li">
<strong class="ph b">Verified resolution rate</strong>: The percentage of customer issues that were
fully resolved by an AI agent, and where the resolution was confirmed by
Zendesk’s verification process.</li>
<li class="li">
<strong class="ph b">Contained resolution rate</strong>: The percentage of conversations where the
AI agent resolved the conversation without follow-up from the customer.</li>
<li class="li">
<strong class="ph b">% Assisted escalation rate</strong>: The percentage of conversations where the
AI agent helped, then escalated to a human agent.</li>
<li class="li">
<strong class="ph b">Satisfaction score (BSAT)</strong>: The percentage of conversations that were
rated with a BSAT (bot satisfaction) score by customers.</li>
</ul>
<p class="p"><img class="image" id="topic_wdj_2zx_zjc__image_bqh_vzx_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_5.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title15" class="topic nested2" id="topic_stm_qwx_zjc">
<h3 class="title topictitle3" id="ariaid-title15">Knowledge tab reports</h3>
<div class="body">
<p class="p">The knowledge tab contains the following reports:</p>
<ul class="ul" id="topic_stm_qwx_zjc__ul_a4b_dzx_zjc">
<li class="li">
<strong class="ph b">Knowledge performance</strong>: Displays information about your articles that
were used by an AI agent to provide answers. For each article, information
about resolutions, escalations, and satisfaction is shown.<p class="p"><img class="image" id="topic_stm_qwx_zjc__image_ul1_s1y_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_7.png" width="800"></p>
</li>
<li class="li">
<strong class="ph b">Knowledge automation over time</strong>: Displays information about
conversations, assisted resolutions, and the automated resolution rate. You
can select a <strong class="ph b">Time grain</strong> setting to control the date range
displayed.<p class="p"><img class="image" id="topic_stm_qwx_zjc__image_w5w_z1y_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/acp_ai_dash_8.png" width="700"></p>
</li>
</ul>
</div>
</div>
</div>
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