Analyzing activity for AI agents - Essential (Legacy)

<body>
<p id="docs-hc-snippet" style="display: none;">Zendesk analytics features a prebuilt dashboard tab to help you monitor activity fromAI agents - Essential. This tab empowers you to monitor key performance metrics of your AI agents, including customer satisfaction and the content AI agents reference to generate answers, all in one place.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_with_explore_all">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Explore Light, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Access the AI agents - Essential dashboard to track key metrics like conversation volume, automated resolutions, and escalations. Analyze customer satisfaction and identify trends with detailed reports. Understand which content your AI agents use most to generate answers, helping you optimize support operations and improve customer interactions.</p>
</div>

<div class="body">

<div class="p">
<div class="note attention" id="Explore_analyzing_ai_agents_essential__note_zzj_qnd_f2c">
<span class="attentiontitle"></span> This article describes functionality that
was previously made available as part of AI agents - Essential. As of May 11, 2026,
AI agents - Essential is considered legacy functionality. On December 10, 2026, this
functionality will no longer be available. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>. For current
functionality, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10488757995034" target="_blank">Creating an AI agent to automatically resolve
customer issues</a>.</div>
</div>
<p class="p">Zendesk analytics features a prebuilt dashboard tab to help you monitor activity from
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824263578" target="_blank">AI agents - Essential</a>. This tab empowers you
to monitor key performance metrics of your AI agents, including customer satisfaction
and the content AI agents reference to generate answers, all in one place.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_analyzing_ai_agents_essential__ul_gzb_j1z_j3c">
<li class="li" dir="ltr"><a class="xref" href="#topic_kxn_j1z_j3c">Accessing the AI agents - Essential dashboard</a></li>
<li class="li"><a class="xref" href="#topic_mrx_j1z_j3c">Understanding the AI agents - Essential dashboard reports</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kxn_j1z_j3c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the AI agents - Essential dashboard</h2>
<div class="body">
<p class="p" dir="ltr">Use the following procedure to access the AI agents - Essential
dashboard.</p>
<p class="p" dir="ltr"><strong class="ph b">To access the AI agents - Essential dashboard</strong></p>
<ol class="ol" id="topic_kxn_j1z_j3c__ol_zjz_zzy_j3c">
<li class="li">In analytics, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_kxn_j1z_j3c__image_yz5_4vr_vfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar.</li>
<li class="li" dir="ltr">From the list of dashboards, click the <strong class="ph b">Zendesk AI: AI agents</strong>
dashboard.</li>
<li class="li" dir="ltr">Click the <strong class="ph b">AI agents - Essential</strong> tab.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mrx_j1z_j3c">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the AI agents - Essential dashboard reports</h2>
<div class="body">
<p class="p" dir="ltr">The AI Agents - Essential dashboard gives valuable insights to monitor your
AI agents. By exploring the headline metrics and detailed reports, you can quickly
answer important questions, such as:</p>
<ul class="ul" id="topic_mrx_j1z_j3c__ul_bkz_zzy_j3c">
<li class="li" dir="ltr">How many conversations are my AI agents handling?</li>
<li class="li" dir="ltr">What proportion of conversations are resolved automatically instead of
escalated to a human agent?</li>
<li class="li" dir="ltr">How many conversations neither resolve nor escalate, indicating
potential drop-offs or unresolved queries?</li>
<li class="li" dir="ltr">Are customers satisfied with the AI agents' responses?</li>
<li class="li" dir="ltr">Which content sources are AI agents relying on most when generating
answers?</li>
<li class="li" dir="ltr">Are there trends or seasonal patterns in AI agent performance over the
past year?</li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_uys_4dz_j3c">
<h3 class="title topictitle3" id="ariaid-title4">AI agents - Essential dashboard headline metrics</h3>
<div class="body">
<p class="p" dir="ltr">This dashboard displays the following headline metrics (KPIs) for the
time range and filters you specify:</p>
<ul class="ul" id="topic_uys_4dz_j3c__ul_dkz_zzy_j3c">
<li class="li" dir="ltr">
<strong class="ph b">Conversations</strong>: The total number of conversations that
occurred in your essential AI agents.</li>
<li class="li" dir="ltr">
<strong class="ph b">Automated resolutions</strong>: The number of conversations that
resulted in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">automated resolutions</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Escalations</strong>: The number of conversations that resulted in
escalations to human agents. </li>
<li class="li" dir="ltr">
<strong class="ph b">Dropped conversations</strong>: The number of conversations that
resulted in neither automated resolutions nor escalations. </li>
</ul>
<p class="p" dir="ltr">
<img class="image" id="topic_uys_4dz_j3c__image_dcv_1zv_n3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aidash-1.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_k24_pdz_j3c">
<h3 class="title topictitle3" id="ariaid-title5">AI agents - Essential dashboard reports</h3>
<div class="body">
<p class="p" dir="ltr">This dashboard includes the following reports for the time range and
filters you specify:</p>
<ul class="ul" id="topic_k24_pdz_j3c__ul_fkz_zzy_j3c">
<li class="li" dir="ltr">
<strong class="ph b">Conversations by month (12 months)</strong>: A month-by-month view
of automated resolutions, escalations, and dropped conversations to help you
identify trends.<p class="p"><img class="image" id="topic_k24_pdz_j3c__image_o5l_2zv_n3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aidash-2.png" width="700"></p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Answers rating:</strong> Displays good and bad satisfaction for
answers, helping you measure customer satisfaction with AI agents -
Essential.<p class="p"><img class="image" id="topic_k24_pdz_j3c__image_kct_3zv_n3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aidash-3.png" width="450"></p>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Answers referenced content (top 20):</strong> Lists the content most
frequently used to create answers, giving you a clear view of the topics
most asked in AI agent conversations.<p class="p"><img class="image" id="topic_k24_pdz_j3c__image_nz2_lzv_n3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aidash-4.png" width="450"></p>
</li>
</ul>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10346309894938",
"url": "https://support.zendesk.com/hc/en-us/articles/10346309894938",
"headline": "Analyzing activity for AI agents - Essential (Legacy)",
"description": "You can use the AI agents dashboard tab to review conversation volume, automated resolutions, escalations, dropped conversations, satisfaction ratings, and referenced content.",
"articleSection": "Viewing and using dashboards",
"datePublished": "2026-02-23T16:41:40+00:00",
"dateModified": "2026-07-21T22:03:59.041120+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10346309894938"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Reporting and analytics",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>