Announcing a new Conversation journey tab in the reporting dashboard for advanced AI agents

Announced on | Rollout on
March 26, 2026 | March 26, 2026

We’re introducing a new Conversation journey tab within the reporting dashboard in AI agents - Advanced.

This announcement answers the following questions:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

What’s changing?

The new Conversation journey tab includes an interactive Sankey diagram that maps the flow of conversations across multiple nodes, where each node represents a use case.

By highlighting specific paths, you can now see the exact volume and success rate of users moving from one automated procedure to the next, ending in one of three terminal states:

Automated resolution: The user successfully completed the journey without human intervention.

Escalated conversation: The user was handed off to a human agent.

Not resolved: The user abandoned the conversation before reaching a conclusion.

Why is Zendesk making this change?

This update allows you to:

Identify "Golden Paths": Analyze path thickness to identify sequences that drive the fastest automated resolutions, allowing you to replicate efficient logic across your AI agent.

Identify complex automation paths: Highlighting a path that leads directly from a complex procedure to an Escalation node can suggest a need to simplify the business logic or provide a "human-in-the-loop" option earlier in that specific transition to prevent frustration.

Optimize modular ROI: Prioritize improvements for high-volume transition points that lead most frequently to escalations.

What do I need to do?

No manual setup is required. The Conversation journey tab will automatically appear in your advanced AI agent reporting dashboard once the rollout reaches your account. For more information on the new tab, see Conversation journey tab.

If you have feedback or questions related to this announcement or if you need general assistance with your Zendesk products, contact Zendesk customer support.