Using the dashboard to monitor and manage AI agents (AI agents - Advanced only)

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<p id="docs-hc-snippet" style="display: none;">In the AI agents workspace, the default landing page is a dashboard that provides quick access to overall performance metrics, relevant actions, and helpful resources. This dashboard makes it easier to build, launch, and monitor AI agents.</p>
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<div class="note attention" id="landing_page__note_hk4_vz1_2jc">
<span class="attentiontitle"></span> This article applies only to customers who
bought AI agents - Advanced before March 10, 2026. Otherwise, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10684348229274" target="_blank">Using the dashboard to monitor and manage AI
agents</a>.</div>
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<p class="p">In the AI agents workspace, the default landing page is a dashboard that provides quick
access to overall performance metrics, relevant actions, and helpful resources. This
dashboard makes it easier to build, launch, and monitor AI agents. </p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="landing_page__ul_eph_23d_tgc">
<li class="li"><a class="xref" href="#topic_lmm_xhd_tgc">Accessing the dashboard</a></li>
<li class="li"><a class="xref" href="#topic_d31_yhd_tgc">Viewing overall AI agent metrics</a></li>
<li class="li"><a class="xref" href="#topic_v4r_yhd_tgc">Managing your AI agents</a></li>
<li class="li"><a class="xref" href="#topic_wcd_zhd_tgc">Accessing resources and help</a></li>
</ul>
<p class="p">Related article: </p>
<ul class="ul" id="landing_page__ul_yw5_g3d_tgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">Accessing and navigating the AI agents
workspace</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lmm_xhd_tgc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the dashboard</h2>
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<p class="p">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. </p>
<p class="p"><strong class="ph b">To access the dashboard</strong></p>
<ul class="ul" id="topic_lmm_xhd_tgc__ul_ekq_33d_tgc">
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<span class="ph">In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_vtf_2vd_mgc" target="_blank">AI agents workspace</a>, click <img class="image" id="topic_lmm_xhd_tgc__d8e25" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_dashboard_icon.png">
<strong class="ph b">Dashboard</strong> in the sidebar.</span><p class="p"><img class="image" id="topic_lmm_xhd_tgc__image_i4g_cjd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_landing_page.png" width="600"></p>
From here, you can: <ul class="ul" id="topic_lmm_xhd_tgc__ul_dsl_k3d_tgc">
<li class="li">
<a class="xref" href="#topic_d31_yhd_tgc">View overall AI agent
metrics</a>
</li>
<li class="li">
<a class="xref" href="#topic_v4r_yhd_tgc">Manage your AI
agents</a>
</li>
<li class="li">
<a class="xref" href="#topic_wcd_zhd_tgc">Access resources and
help</a>
</li>
</ul>
</li>
</ul>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_d31_yhd_tgc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing overall AI agent metrics</h2>
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<p class="p">At the top of the dashboard, you can view the following metrics to get an overall
view of how your AI agents are performing: </p>
<ul class="ul" id="topic_d31_yhd_tgc__ul_sm3_n3d_tgc">
<li class="li">
<strong class="ph b">Total conversations</strong>: The total number of conversations across all your AI
agents and customers. </li>
<li class="li">
<strong class="ph b">Automated resolutions (AR)</strong>: The percentage of conversations that result
in an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolution</a>. </li>
<li class="li">
<strong class="ph b">Escalated conversations</strong>: The percentage of conversations that were
escalated from an AI agent to a human agent.<p class="p"><img class="image" id="topic_d31_yhd_tgc__image_qgz_cjd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_landing_page_metrics.png" width="600"></p>
</li>
</ul>
<p class="p">For more detailed AI agent analytics, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">Analyzing AI agent performance with the Analytics
dashboard</a>. </p>
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</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_v4r_yhd_tgc">
<h2 class="title topictitle2" id="ariaid-title4">Managing your AI agents</h2>
<div class="body">
<p class="p">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 (messaging
or email). You can also see at-a-glance analytics like overall volume and automated
resolutions for each AI agent. </p>
<p class="p">You can search for a specific AI agent, or filter the list by channel or status. </p>
<p class="p">In the list of AI agents, you can click an AI agent to navigate directly to its <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use cases</a>. Or, you can click one of the following
options for each AI agent: </p>
<ul class="ul" id="topic_v4r_yhd_tgc__ul_akc_q3d_tgc">
<li class="li">
<strong class="ph b">Reporting</strong>: Takes you to the Analytics dashboard, where you can dig into
performance metrics about your AI agents. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178" target="_blank">Analyzing AI agent performance with the
Analytics dashboard</a>. </li>
<li class="li">
<strong class="ph b">Content</strong>: Takes you to the Use cases page, where you can create and manage
use cases to identify the issues customers are asking about. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">Creating use cases for AI agents</a>. </li>
<li class="li">
<strong class="ph b">Conversations</strong>: Takes you to the conversation logs, where you can review
all the messages that have been exchanged between your AI agents and customers.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">Reviewing conversation logs for AI
agents</a>.<p class="p"><img class="image" id="topic_v4r_yhd_tgc__image_jgq_djd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_landing_page_agent_list.png" width="600"></p>
</li>
</ul>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_wcd_zhd_tgc">
<h2 class="title topictitle2" id="ariaid-title5">Accessing resources and help</h2>
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<p class="p">In the “Quick actions” section of the dashboard, you can access the following
resources: </p>
<ul class="ul" id="topic_wcd_zhd_tgc__ul_t21_53d_tgc">
<li class="li">
<strong class="ph b">Courses</strong>: <a class="xref" href="https://academy.zendesk.com/page/zendesk-course-catalog#product_ai" target="_blank">Watch on-demand training courses</a> about
building and optimizing your AI agents. </li>
<li class="li">
<strong class="ph b">Articles</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/sections/8264518299802" target="_blank">Read help center documentation</a> about
getting started with AI agents. </li>
<li class="li">
<strong class="ph b">Support</strong>: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Contact Zendesk customer support</a> if
you need help resolving an issue.<p class="p"><img class="image" id="topic_wcd_zhd_tgc__image_ikf_2jd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_landing_page_actions.png" width="600"></p>
</li>
</ul>
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