Using the dashboard to monitor and manage AI agents

<p id="docs-hc-snippet" style="display: none;">
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.
</p>
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<div class="note attention" id="adv_landing_page_unified__note_ifg_z1b_2jc">
<span class="attentiontitle"></span> This article does not apply
to customers
who bought AI agents - Advanced before March 10, 2026. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9748041653658" target="_blank">this article</a>
instead.
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<p class="p">
In the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178" target="_blank">AI agents workspace</a>,
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.
</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_landing_page_unified__ul_ewb_gbb_2jc">
<li class="li">
<a class="xref" href="#topic_bns_1bb_2jc">Accessing the dashboard</a>
</li>
<li class="li">
<a class="xref" href="#topic_zl2_bbb_2jc">Viewing overall AI agent metrics</a>
</li>
<li class="li">
<a class="xref" href="#topic_kxt_bbb_2jc">Viewing automation recommendations</a>
</li>
<li class="li">
<a class="xref" href="#topic_zv3_cbb_2jc">Managing your AI agents</a>
</li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="adv_landing_page_unified__ul_ay1_lbb_2jc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8724978128282" target="_blank">Getting started with AI agents</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bns_1bb_2jc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the dashboard</h2>
<div class="body">
<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>
<ol class="ol" id="topic_bns_1bb_2jc__ol_sjq_pbb_2jc">
<li class="li">
I<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_bns_1bb_2jc__d9e25" 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_bns_1bb_2jc__image_jyt_xbb_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_unified_dashboard.png" width="600">
</p>
From here, you can:
<ul class="ul" id="topic_bns_1bb_2jc__ol_m3j_zbb_2jc">
<li class="li">
<a class="xref" href="#topic_zl2_bbb_2jc">View overall AI agent
metrics</a>
</li>
<li class="li">
<a class="xref" href="#topic_kxt_bbb_2jc">View automation
recommendations</a>
</li>
<li class="li">
<a class="xref" href="#topic_zv3_cbb_2jc">Manage your AI
agents</a>
</li>
</ul>
</li>
</ol>
<p class="p">
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
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">create your first AI agent</a>.
</p>
<p class="p">
<img class="image" id="topic_bns_1bb_2jc__image_gjc_lcb_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_landing_page_no_created_agents.png" width="600">
</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zl2_bbb_2jc">
<h2 class="title topictitle2" id="ariaid-title3">Viewing overall AI agent metrics</h2>
<div class="body">
<p class="p">
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:
</p>
<ul class="ul" id="topic_zl2_bbb_2jc__ul_elt_ldb_2jc">
<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">Escalations</strong>: The percentage of
conversations that were escalated from an
AI agent to a human agent.
</li>
<li class="li">
<strong class="ph b">Conversations</strong>: The total number
of conversations across all your AI
agents and customers.
<p class="p">
<img class="image" id="topic_zl2_bbb_2jc__image_i4q_sdb_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_viewing_overall_ai_agent_metrics_unified.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 reporting
dashboard</a>.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_kxt_bbb_2jc">
<h2 class="title topictitle2" id="ariaid-title4">Viewing automation recommendations</h2>
<div class="body">
<p class="p">
Below the Insights section is a banner that you can click to view
the recommended
next steps for how to improve your automation rate.
</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_zv3_cbb_2jc">
<h2 class="title topictitle2" id="ariaid-title5">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 type. You
can also see at-a-glance analytics like automated resolutions and
overall
conversation volume for each AI agent.
</p>
<p class="p">
<img class="image" id="topic_zv3_cbb_2jc__image_tb1_zdb_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_dashboard_list_of_ai_agents_unified.png" width="600">
</p>
<p class="p">
You can search for a specific AI agent, or filter the list by status,
channel type,
and brand.
</p>
<p class="p">
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:
</p>
<ul class="ul" id="topic_zv3_cbb_2jc__ul_drl_5db_2jc">
<li class="li">
<strong class="ph b">Active</strong>: Click the AI agent or click
<strong class="ph b">View details</strong> to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">create</a>
or
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041911005850" target="_blank">manage</a>
the AI agent’s use cases.
</li>
<li class="li">
<strong class="ph b">Ready to activate</strong>: Click the AI
agent or click <strong class="ph b">Activate</strong> to
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394" target="_blank">activate</a>
the AI agent on the channels
you choose.
</li>
<li class="li">
<strong class="ph b">Setup incomplete</strong>: Click the AI
agent or click <strong class="ph b">Continue setup</strong> to
return to the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">AI agent creation process</a>.
</li>
</ul>
<p class="p">
For each AI agent, you can also use the options menu (<img class="image" id="topic_zv3_cbb_2jc__image_uzw_32b_2jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">)
to perform additional configuration. For more
information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10563002554394" target="_blank">Activating and managing AI agents</a>.
</p>
</div>
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