Using the dashboard to monitor and manage AI agents

In theAI agents workspace, the default landing page is a dashboard that provides quick access to overall performance metrics, relevant AI agent configuration, and helpful resources. This dashboard makes it easier to build, launch, and monitor AI agents.


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This article does not apply to customers
who bought AI agents - Advanced before March 10, 2026. See this article instead.

In the AI agents workspace, the default landing page
is a dashboard that provides quick access to overall performance metrics, relevant AI
agent configuration, and helpful resources. This dashboard makes it easier to build,
launch, and monitor AI agents.
This article contains the following topics:

Accessing the dashboard
Viewing overall AI agent metrics
Viewing automation recommendations
Managing your AI agents

Related article:

Getting started with AI agents



Accessing the dashboard

In the AI agents workspace, the dashboard is the default page you’re taken to when
you sign in. You can also access the dashboard at any time.
To access the dashboard

IIn the AI agents workspace, click
Dashboard in the sidebar.
From here, you can:
View overall AI agent
metrics
View automation
recommendations
Manage your AI
agents



If no AI agents have been created in your account, you’ll see a welcome page instead
of the dashboard. From the welcome page, you can create your first AI agent.




Viewing overall AI agent metrics

In the Insights section of the dashboard, you can view the following metrics to get
an overall view of how your AI agents are performing:


Automated resolutions (AR): The percentage of conversations that result
in an automated resolution.

Escalations: The percentage of conversations that were escalated from an
AI agent to a human agent.

Conversations: The total number of conversations across all your AI
agents and customers.


For more detailed AI agent analytics, see Analyzing AI agent performance with the reporting
dashboard.



Viewing automation recommendations

Below the Insights section is a banner that you can click to view the recommended
next steps for how to improve your automation rate.



Managing your AI agents

In the “AI agents” section of the dashboard, you can see a list of all your AI
agents. The list shows each AI agent’s name, current status, and channel type. You
can also see at-a-glance analytics like automated resolutions and overall
conversation volume for each AI agent.

You can search for a specific AI agent, or filter the list by status, channel type,
and brand.
In the list of AI agents, you can click an AI agent to navigate directly to the most
relevant configuration, which depends on the AI agent’s current status:


Active: Click the AI agent or click View details to create or manage the AI agent’s use cases.

Ready to activate: Click the AI agent or click Activate to activate the AI agent on the channels
you choose.

Setup incomplete: Click the AI agent or click Continue setup to
return to the AI agent creation process.

For each AI agent, you can also use the options menu ( ) to perform additional configuration. For more
information, see Activating and managing AI agents.


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