Announcing simplified reports for AI agents - Advanced (Open EAP)

Announced on | EAP rollout starts on | General availability on
July 2, 2025 | August 11, 2025 | September 30, 2025

We're excited to announce a new reporting experience that simplifies reporting for AI agents - Advanced so you can focus on the metrics that matter most.

This announcement contains the following topics:

What’s changing?

Why is Zendesk making this change?

What do I need to do?

Want to learn more?

What’s changing?

We're launching a new reporting experience for customers with the AI agents - Advanced add-on to provide a comprehensive, at-a-glance view of your organization’s overall AI agent performance.

As part of this change, we will consolidate the Performance Overview dashboard with the Analytics dashboard to deliver a more consistent reporting experience.

Why is Zendesk making this change?

The current reporting experience can be overwhelming when managing and reporting on automation success. This update aims to simplify AI agents - Advanced reporting by:

Unifying the reports: Data on all AI agents and channels is combined, giving you a holistic view of your organization’s automation success. Advanced filters allow you to focus on relevant data subsets tailored to your needs.

Simplifying metrics: Simplified success metrics highlight the most actionable and relevant insights, making it easier to understand AI agent effectiveness without sifting through extraneous data.

For more information, see Analyzing advanced AI agent performance with the Analytics dashboard (EAP).

What do I need to do?

You don’t need to do anything. If you've already been contacted by Zendesk to be part of the EAP, this update will automatically roll out to your account starting August 11, 2025. General availability of this feature will happen on September 30, 2025, at which point it will no longer be possible to revert to the previous experience.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Want to learn more?

We will be launching supporting documents closer to the rollout date. Stay tuned for the latest updates.