Analyzing your agents’ use of generative AI

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.


Explore features a prebuilt dashboard that shows your agents’ use of the following
generative AI features: summarize, expand, and make more friendly and make more formal. 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.


Tip: You can’t edit this dashboard directly, but if
you’re on a Professional plan or higher, you can create an editable copy of it.

This article contains the following topics:

Opening the Generative AI Agent Tools dashboard
Understanding the reports



Opening the Generative AI Agent Tools dashboard

The Generative AI Agent Tools dashboard is available in the Explore Dashboards
library.
To access the Generative AI for agents dashboard

In analytics, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, select Zendesk AI: Generative AI Agent
Tools.





Understanding the reports

The Generative AI for agents dashboard contains the following tabs:

Agent engagement
Ticket metrics

The information in this dashboard is updated on a schedule based on your Explore
plan. See Data refresh intervals for Explore
reporting.


Note: This dataset retains data only from the previous 1200
days.



Agent engagement

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.
To open the Agent engagement dashboard tab

In analytics, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, select Zendesk AI: Generative AI Agent
Tools.
Click the Agent engagement tab.



Agent engagement tab headline metrics

This tab displays the following headline metrics (KPIs):


Summaries generated: The number of times the summarize features
has been used.

Messages expanded: The number of times the expand feature has
been used.

Make friendly: The number of times the make more friendly feature
has been used.

Make formal: The number of times the make more formal feature has
been used.





Agent engagement tab reports

This tab displays the following reports:


Tickets with Generative AI usage: 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.


Generative AI tool usage over time: A column graph showing the
number of times the AI tools were used alongside the ticket satisfaction
score.


AI tools agent usage (Top 10): A bar chart showing the top ten
agents who've used the AI tools.






Ticket metrics

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.
To open the Ticket metrics dashboard tab

In analytics, click the Dashboard icon ( ) in the left sidebar.
From the list of dashboards, select the Zendesk AI: Generative AI Agent
Tools.
Click the Ticket metrics tab.



Ticket metrics tab reports

This tab displays the following reports:


Generative AI tool usage vs requester wait time: A graph showing
the average requester wait time by days for tickets where an AI tool was
used.


Full resolution time on Generative AI tickets: 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).