Analyzing your agents’ use of generative AI

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<p id="docs-ai-summary-content">Explore the Generative AI Agent Tools dashboard to analyze your team's use of AI features like summarize, expand, and tone adjustments. Gain insights into agent engagement and ticket metrics, such as first reply and resolution times, to understand AI's impact on efficiency. Customize reports by filtering data by time, ticket group, or agent name to better manage and optimize your support operations.</p>
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<p class="p">Explore features a prebuilt dashboard that shows your agents’ use of the following
generative AI features: <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_ky3_wvc_3xb" target="_blank">summarize</a>, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_r5d_xvc_3xb" target="_blank">expand</a>, and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5608712782362#topic_w25_xvc_3xb" target="_blank">make more friendly and make more formal</a>. This
dashboard helps you understand how much these AI features are being used by your support
team and how their usage affects your team’s efficiency. </p>
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<div class="note tip" id="Explore_analyzing_gen_AI__note_syw_wtk_3bc">
<span class="tiptitle">Tip:</span> You can’t edit this dashboard directly, but if
you’re on a Professional plan or higher, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821374362" target="_blank">create an editable copy of it</a>.</div>
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<p class="p">This article contains the following topics:</p>
<ul class="ul" id="Explore_analyzing_gen_AI__ul_gng_vtk_3bc">
<li class="li"><a class="xref" href="#topic_vgy_mtk_3bc">Opening the Generative AI Agent Tools dashboard</a></li>
<li class="li"><a class="xref" href="#topic_yny_ntk_3bc">Understanding the reports</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_vgy_mtk_3bc">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Generative AI Agent Tools dashboard</h2>
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<p class="p">The Generative AI Agent Tools dashboard is available in the Explore Dashboards
library. </p>
<p class="p"><strong class="ph b">To access the Generative AI for agents dashboard</strong></p>
<ol class="ol" id="topic_vgy_mtk_3bc__ol_m2m_ztk_3bc">
<li class="li">In analytics, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_vgy_mtk_3bc__image_unq_15k_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">From the list of dashboards, select <strong class="ph b">Zendesk AI: Generative AI Agent
Tools</strong>.<p class="p"><img class="image" id="topic_vgy_mtk_3bc__image_hv2_c5k_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_gen_ai_dashboard_overview.png" width="600"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yny_ntk_3bc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the reports</h2>
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<p class="p">The Generative AI for agents dashboard contains the following tabs:</p>
<ul class="ul" id="topic_yny_ntk_3bc__ul_zlr_25k_3bc">
<li class="li"><a class="xref" href="#topic_px5_4tk_3bc">Agent engagement</a></li>
<li class="li"><a class="xref" href="#topic_qyj_ptk_3bc">Ticket metrics</a></li>
</ul>
<p class="p">The information in this dashboard is updated on a schedule based on your Explore
plan. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823242778" target="_blank">Data refresh intervals for Explore
reporting</a>.</p>
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<div class="note note" id="topic_yny_ntk_3bc__note_h3x_25k_3bc">
<span class="notetitle">Note:</span> This dataset retains data only from the previous 1200
days.</div>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_px5_4tk_3bc">
<h3 class="title topictitle3" id="ariaid-title4">Agent engagement</h3>
<div class="body">
<p class="p">The Agent engagement tab contains reports about agents’ use of expand, summarize,
make more friendly, and make more formal. You can filter the reports by time,
ticket group, ticket brand, ticket channel,ticket assignee, AI usage type, and
agent name.</p>
<p class="p"><strong class="ph b">To open the Agent engagement dashboard tab</strong></p>
<ol class="ol" id="topic_px5_4tk_3bc__ol_etp_35k_3bc">
<li class="li">In analytics, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_px5_4tk_3bc__image_qwj_k5k_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">From the list of dashboards, select <strong class="ph b">Zendesk AI: Generative AI Agent
Tools</strong>. </li>
<li class="li">Click the <strong class="ph b">Agent engagement</strong> tab.</li>
</ol>
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<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_ut2_qtk_3bc">
<h4 class="title topictitle4" id="ariaid-title5">Agent engagement tab headline metrics</h4>
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<p class="p">This tab displays the following headline metrics (KPIs): </p>
<ul class="ul" id="topic_ut2_qtk_3bc__ul_jkq_l5k_3bc">
<li class="li">
<strong class="ph b">Summaries generated</strong>: The number of times the summarize features
has been used. </li>
<li class="li">
<strong class="ph b">Messages expanded</strong>: The number of times the expand feature has
been used. </li>
<li class="li">
<strong class="ph b">Make friendly</strong>: The number of times the make more friendly feature
has been used. </li>
<li class="li">
<strong class="ph b">Make formal</strong>: The number of times the make more formal feature has
been used.</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_ut2_qtk_3bc__image_lzp_q5k_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_dashboard_gen_AI_engagement_KPIs.png" width="600"></p>
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<div aria-labelledby="ariaid-title6" class="topic nested3" id="topic_erp_rtk_3bc">
<h4 class="title topictitle4" id="ariaid-title6">Agent engagement tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports: </p>
<ul class="ul" id="topic_erp_rtk_3bc__ul_q2c_s5k_3bc">
<li class="li">
<strong class="ph b">Tickets with Generative AI usage</strong>: A pie chart showing the total
number of tickets split up by whether any of the AI tools were used.
This report is not filterable by agent name.<p class="p"><img class="image img-screenshot" id="topic_erp_rtk_3bc__image_nds_1vk_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_dashboard_gen_AI_tickets_with_usage.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">Generative AI tool usage over time</strong>: A column graph showing the
number of times the AI tools were used alongside the ticket satisfaction
score.<p class="p"><img class="image img-screenshot" id="topic_erp_rtk_3bc__image_rvy_y5k_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_dashboard_gen_AI_usage_over_time.png" width="400"></p>
</li>
<li class="li">
<strong class="ph b">AI tools agent usage (Top 10)</strong>: A bar chart showing the top ten
agents who've used the AI tools.<p class="p"><img class="image img-screenshot" id="topic_erp_rtk_3bc__image_wh4_bpp_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_copilot_tools_top_ten_agents.png" width="600"></p>
</li>
</ul>
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<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_qyj_ptk_3bc">
<h3 class="title topictitle3" id="ariaid-title7">Ticket metrics</h3>
<div class="body">
<p class="p">The Ticket metrics tab contains reports showing how first reply and resolution
times are affected by use of the AI features. You can filter the reports by
time, ticket group, agent name, AI usage type, and ticket brand. </p>
<p class="p"><strong class="ph b">To open the Ticket metrics dashboard tab</strong></p>
<ol class="ol" id="topic_qyj_ptk_3bc__ol_gv2_cvk_3bc">
<li class="li">In analytics, click the <strong class="ph b">Dashboard</strong> icon (<img class="image" id="topic_qyj_ptk_3bc__image_hyz_2vk_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_dashboard_icon.png">) in the left sidebar. </li>
<li class="li">From the list of dashboards, select the <strong class="ph b">Zendesk AI: Generative AI Agent
Tools</strong>. </li>
<li class="li">Click the <strong class="ph b">Ticket metrics</strong> tab.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_xxl_stk_3bc">
<h4 class="title topictitle4" id="ariaid-title8">Ticket metrics tab reports</h4>
<div class="body">
<p class="p">This tab displays the following reports: </p>
<ul class="ul" id="topic_xxl_stk_3bc__ul_r5j_gvk_3bc">
<li class="li">
<strong class="ph b">Generative AI tool usage vs requester wait time</strong>: A graph showing
the average requester wait time by days for tickets where an AI tool was
used.<p class="p"><img class="image img-screenshot" id="topic_xxl_stk_3bc__image_gds_r4p_xfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_gen_ai_tools_wait_time_report_old.png" width="600"></p>
</li>
<li class="li">
<strong class="ph b">Full resolution time on Generative AI tickets</strong>: An area graph
showing the average full resolution time by day for all tickets, split
out by tickets where no AI tool was used (black) and tickets where an AI
tool was used (blue).<p class="p"><img class="image img-screenshot" id="topic_xxl_stk_3bc__image_c44_mvk_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/explore_dashboard_gen_AI_full_resolution.png" width="600"></p>
</li>
</ul>
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