Announcing the AI agent activity real-time monitoring dashboard EAP

Announced on | Rollout starts | Rollout ends
July 8, 2026 | July 8, 2026 | July 15, 2026

We're excited to announce the new AI agent activity dashboard EAP. This dashboard provides real-time visibility into your AI agent activity. You can use this dashboard to monitor active AI agent conversations, review resolution performance, identify escalation patterns, and troubleshoot failures related to actions, integrations, and escalations.

This announcement answers the following questions:

What's changing?

Why is Zendesk making this change?

What do I need to do?

What's changing?

If you use AI agents and sign up for the EAP, real-time monitoring now gives you visibility into your AI agent activity. The new dashboard helps you to monitor active AI agent conversations, review resolution performance, identify escalation patterns, and troubleshoot failures related to actions, integrations, and escalations.

Additionally, the dashboard helps you see which use cases generate the most activity, which knowledge sources support successful resolutions, and where assisted escalations or failed events may indicate opportunities for improvement. By using filtering and drill-in insights, you can better understand activity in real time across every channel and optimize AI agent performance at scale.

Why is Zendesk making this change?

We are always working on new features and functionality to make the real-time monitoring dashboards even more useful for you. Don't forget to take a look at our roadmap to learn about what's coming, and please let us know if you have any feedback.

What do I need to do?

If you use AI agents, the updates will automatically be available in your account. For details on how to turn on the EAP, see Using the AI agent activity real-time monitoring dashboard (EAP).

If you have feedback or questions about 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.