Analyzing activity for AI agents - Essential

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.


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Verified AI summary ◀▼
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.




Zendesk analytics features a prebuilt dashboard tab to help you monitor activity from
AI 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.
This article contains the following topics:

Accessing the AI agents - Essential dashboard
Understanding the AI agents - Essential dashboard reports



Accessing the AI agents - Essential dashboard

Use the following procedure to access the AI agents - Essential
dashboard.
To access the AI agents - Essential dashboard

In analytics, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, click the Zendesk AI: AI agents
dashboard.
Click the AI agents - Essential tab.




Understanding the AI agents - Essential dashboard reports

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:

How many conversations are my AI agents handling?
What proportion of conversations are resolved automatically instead of
escalated to a human agent?
How many conversations neither resolve nor escalate, indicating
potential drop-offs or unresolved queries?
Are customers satisfied with the AI agents' responses?
Which content sources are AI agents relying on most when generating
answers?
Are there trends or seasonal patterns in AI agent performance over the
past year?



AI agents - Essential dashboard headline metrics

This dashboard displays the following headline metrics (KPIs) for the
time range and filters you specify:


Conversations: The total number of conversations that
occurred in your essential AI agents.

Automated resolutions: The number of conversations that
resulted in automated resolutions.

Escalations: The number of conversations that resulted in
escalations to human agents.

Dropped conversations: The number of conversations that
resulted in neither automated resolutions nor escalations.






AI agents - Essential dashboard reports

This dashboard includes the following reports for the time range and
filters you specify:


Conversations by month (12 months): A month-by-month view
of automated resolutions, escalations, and dropped conversations to help you
identify trends.


Answers rating: Displays good and bad satisfaction for
answers, helping you measure customer satisfaction with AI agents -
Essential.


Answers referenced content (top 20): Lists the content most
frequently used to create answers, giving you a clear view of the topics
most asked in AI agent conversations.






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