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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