Analyzing AI agent performance with the reporting dashboard

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<p id="docs-hc-snippet" style="display: none;">In the AI agents workspace, the Reporting dashboard provides a comprehensive, at-a-glance view of your organization’s overall AI agent performance. The information in this dashboard is updated hourly to help you stay on top of emerging trends in your data.</p>
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<p class="p">In the AI agents workspace, the Reporting dashboard provides a comprehensive, at-a-glance
view of your organization’s overall AI agent performance. The information in this
dashboard is updated hourly to help you stay on top of emerging trends in your data.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="analytics_dashboard__ul_t5c_4zk_fgc">
<li class="li"><a class="xref" href="#topic_ucj_gzk_fgc">Accessing the dashboard</a></li>
<li class="li"><a class="xref" href="#topic_zty_gzk_fgc">About the reports</a></li>
<li class="li"><a class="xref" href="#topic_vhk_hzk_fgc">Filtering the reports</a></li>
<li class="li"><a class="xref" href="#topic_orb_3zk_fgc">Changing a report's view</a></li>
<li class="li"><a class="xref" href="#topic_yhv_hrn_phc">Exporting report data</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ucj_gzk_fgc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the dashboard</h2>
<div class="body">
<p class="p">The dashboard is available under Reporting in the left sidebar. </p>
<p class="p"><strong class="ph b">To access the dashboard</strong></p>
<div class="p">
<ul class="ul" id="topic_ucj_gzk_fgc__ol_uqd_11l_fgc">
<li class="li">
<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_ucj_gzk_fgc__image_skm_lxf_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_reporting_icon.png">
<strong class="ph b">Reporting</strong> in the sidebar.</span>
<p class="p"><img class="image img-screenshot" id="topic_ucj_gzk_fgc__image_ejm_mnv_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_new.png" width="800"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zty_gzk_fgc">
<h2 class="title topictitle2" id="ariaid-title3">About the reports</h2>
<div class="body">
<p class="p">The Reporting dashboard contains the following tabs:</p>
<ul class="ul" id="topic_zty_gzk_fgc__ul_k5m_31l_fgc">
<li class="li"><a class="xref" href="#topic_qck_c1l_fgc">Overview tab</a></li>
<li class="li"><a class="xref" href="#topic_l5z_d1l_fgc">Contact reasons tab</a></li>
<li class="li"><a class="xref" href="#topic_w4j_ycd_mgc">Custom resolutions tab</a></li>
<li class="li"><a class="xref" href="#topic_hwx_kgb_s3c">Conversation journey tab</a></li>
</ul>
<div class="p">
<div class="note" id="topic_zty_gzk_fgc__note_tsy_5h1_ggc">
<span class="notetitle">Note:</span> Conversations imported from third-party systems aren’t
included in the Reporting dashboard.</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_qck_c1l_fgc">
<h3 class="title topictitle3" id="ariaid-title4">Overview tab</h3>
<div class="body">
<p class="p">The Overview tab shows key metrics about volume, overall AI agent performance,
and BSAT scores. For the volume and performance metrics, results are also
graphed over time and you can <a class="xref" href="#topic_orb_3zk_fgc">change the report’s view</a> to group the results by AI agent, channel,
or language. </p>
<div class="note">
<span class="notetitle">Note:</span> BSAT metrics aren't available for voice AI agents.</div>
<p class="p">You can <a class="xref" href="#topic_vhk_hzk_fgc">filter the reports</a>
on this tab by AI agent, Conversation source, Channel, Reply type, Use case,
Language, and Label.</p>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested3" id="topic_fhn_k1l_fgc">
<h4 class="title topictitle4" id="ariaid-title5">Performance</h4>
<div class="body">
<p class="p">The left side of the Performance section shows the following metrics: </p>
<ul class="ul" id="topic_fhn_k1l_fgc__ul_ojz_t1l_fgc">
<li class="li">
<strong class="ph b">Total conversations</strong>: The number of conversations handled by your
AI agents. </li>
<li class="li">
<strong class="ph b">Understood conversations</strong>: The percentage and number of
conversations where any of the following are true: <ul class="ul" id="topic_fhn_k1l_fgc__ul_bnm_4dn_bjc">
<li class="li">An answer was provided from a knowledge source. </li>
<li class="li">A use case was triggered. </li>
<li class="li">The conversation was directly escalated to a human agent without
an answer being provided or a use case being triggered. <div class="note" id="topic_fhn_k1l_fgc__note_dpt_w1l_fgc">
<span class="notetitle">Note:</span> For <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8966284087066" target="_blank">AI agents with agentic
AI</a>, this metric excludes small talk and
conversations escalated through the Escalation <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749481882#topic_edj_gnp_xfc" target="_blank">system reply</a>.
Because the Escalation system reply is excluded, this metric
might be lower compared to other AI agents because manually
created use cases for escalations are no longer
triggered.</div>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Unassisted conversations</strong>: The percentage and number of
conversations that triggered only system replies, with the exception of
a successful Generative replies / uGPT reply. The AI agent performed no
automation except for AI agent-level actions that are triggered for all
conversations. </li>
<li class="li">
<strong class="ph b">Assisted escalations</strong>: The percentage and number of conversations
that were escalated to a human agent. </li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>: The percentage and number of conversations
that included at least one identified <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> (other than a system
reply) and a provided response, or else a sufficient knowledge answer
provided by agentic reasoning or the Generative replies / uGPT
reply.<p class="p"><img class="image" id="topic_fhn_k1l_fgc__image_bqz_kvk_hjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_reporting_dashboard_performance_may18.png" width="600"></p>
<p class="p">You can filter this
report by the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9570369117338" target="_blank">automated resolution tier</a>
values:</p>
<ul class="ul" id="topic_fhn_k1l_fgc__ul_xpb_s1y_hjc">
<li class="li">
<strong class="ph b">Assisted escalation</strong>: The AI agent contributed to the
interaction before a human agent completed the resolution.</li>
<li class="li">
<strong class="ph b">Contained resolution</strong>: The AI agent handled the
interaction to completion without the customer requesting
further assistance.</li>
<li class="li">
<strong class="ph b">Verified resolution</strong>: The AI agent successfully resolved
the interaction.</li>
</ul>
</li>
</ul>
<p class="p">The right side of the AI agent workload section shows the following <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749459482" target="_blank">BSAT</a> metrics: </p>
<ul class="ul" id="topic_fhn_k1l_fgc__ul_bjz_kbl_fgc">
<li class="li">
<strong class="ph b">Ratings requested</strong>: The percentage and number of conversations
where customers were requested to provide a satisfaction score.</li>
<li class="li">
<strong class="ph b">Ratings given</strong>: The percentage and number of conversations where
customers provided a response for BSAT, divided by the number of
conversations where feedback was requested. </li>
<li class="li">
<strong class="ph b">BSAT score</strong>: The sum of the number of responses with a 4-5 score
provided, divided by the total number of responses. </li>
<li class="li">The colored bar indicates the proportion of each feedback response from
5 to 1, shown in shades of green, yellow, and red. </li>
<li class="li">Below the bar, each rating is broken out with its respective percentage
and number of responses relative to the total responses.<p class="p"><img class="image" id="topic_fhn_k1l_fgc__image_s3g_ln1_ggc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_bsat.png" width="400"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_l5z_d1l_fgc">
<h3 class="title topictitle3" id="ariaid-title6">Contact reasons tab</h3>
<div class="body">
<p class="p">The Contact reasons tab shows key metrics about the performance of use cases and
knowledge sources across your AI agents and channels. </p>
<p class="p">From this tab, you can also jump to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130#topic_gr4_l5n_s2c" target="_blank">use case suggestions report</a> to quickly
create new use cases that aren’t currently covered.</p>
<div class="p">
<div class="note" id="topic_l5z_d1l_fgc__note_esk_pkx_qhc">
<span class="notetitle">Note:</span> Use case–based metrics may differ between the
reporting dashboard and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">conversation logs</a> because of how
the data is filtered: <ul class="ul" id="topic_l5z_d1l_fgc__ul_nmt_skx_qhc">
<li class="li">In the reporting dashboard, use cases are included when they’ve been
detected during a conversation or else triggered by a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749494810-Creating-conversation-flows-in-the-dialogue-builder-for-advanced-AI-agents#:~:text=This%20is%20a%20way%20to%20pass%20customers%20between%20dialogues" target="_blank">linked reply</a>.</li>
<li class="li">In the conversation logs, use cases are included only when they’ve
been detected during a conversation. Use cases triggered by a linked
reply aren’t included.</li>
</ul>
</div>
</div>
<p class="p">This tab contains the following reports:</p>
<ul class="ul" id="topic_l5z_d1l_fgc__ul_rcq_sbl_fgc">
<li class="li">
<a class="xref" href="#topic_vzw_pbl_fgc">Use case performance</a>
</li>
<li class="li"><a class="xref" href="#topic_ty3_qbl_fgc">Knowledge sources</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested3" id="topic_vzw_pbl_fgc">
<h4 class="title topictitle4" id="ariaid-title7">Use case performance</h4>
<div class="body">
<p class="p">The Use case performance report shows a table of all existing use cases and
their respective performance across your AI agents and channels. You can
<a class="xref" href="#topic_vhk_hzk_fgc">filter this report</a>
by AI agent, Channel, Reply type, Use case, Language, and Label. </p>
<p class="p">This table includes the following columns: </p>
<ul class="ul" id="topic_vzw_pbl_fgc__ul_yd2_xbl_fgc">
<li class="li">
<strong class="ph b">Use case</strong>: The name of the dialogue or procedure. </li>
<li class="li">
<strong class="ph b">AI agent</strong>: The AI agent that the dialogue or procedure was created
for. </li>
<li class="li">
<strong class="ph b">Channel</strong>: The channel that the AI agent is configured for.
Possible values include Messaging and Email. </li>
<li class="li">
<strong class="ph b">Reply method</strong>: How the reply was triggered. Possible values
include Dialogues and Procedures. </li>
<li class="li">
<strong class="ph b">Total conversations</strong>: The number of conversations where the use
case was detected. </li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>: The number of automated resolutions across
conversations where the use case was detected. </li>
<li class="li">
<strong class="ph b">Custom resolutions</strong>: (Appears only for customers who deployed an
AI agent on at least one messaging channel before September 8, 2025.)
The percentage of conversations where a custom resolution was applied.
For more information, see <a class="xref" href="#topic_w4j_ycd_mgc">Custom resolutions tab</a>.</li>
<li class="li">
<strong class="ph b">Escalated conversations</strong>: The escalation rate across conversations
where the use case was detected. </li>
<li class="li">
<strong class="ph b">BSAT</strong>: The BSAT score across conversations where the use case was
detected.<p class="p"><img class="image" id="topic_vzw_pbl_fgc__image_uss_4n1_ggc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_use_case.png" width="600"></p>
</li>
</ul>
<p class="p">From this table, you can click a use case to view a detailed report about its
performance over time. This information helps you understand how a specific
use case has contributed to your organization’s overall automation
success.</p>
<p class="p"><img class="image" id="topic_vzw_pbl_fgc__image_kg5_nlx_qhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_use_case_detailed_report.png" width="800"></p>
<p class="p">You can filter the use case report by Conversation source, Segment, Language,
and Label. </p>
<p class="p">The use case report includes the following information: </p>
<ul class="ul" id="topic_vzw_pbl_fgc__ul_uzf_blx_qhc">
<li class="li">
<strong class="ph b">Use case automation over time</strong>: A column chart showing the total
volume of conversations that triggered this use case over the last week.
Overlaid line graphs show the number of those conversations that
resulted in either an automated resolution or an escalation. </li>
<li class="li">
<strong class="ph b">Total conversations</strong>: Conversations that triggered this use
case.</li>
<li class="li">
<strong class="ph b">Assisted escalations</strong>: The percentage and number of conversations
that were escalated to a human agent. </li>
<li class="li">
<strong class="ph b">Automated resolutions (AR)</strong>: The percentage and number of
conversations that included at least one identified <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> (other than a system
reply) and a provided response, or else a sufficient knowledge answer
provided by agentic reasoning or the Generative replies / uGPT
reply.</li>
<li class="li">
<strong class="ph b">BSAT</strong>: Conversations with this use case with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749459482" target="_blank">BSAT rating</a> of 4 or 5. </li>
<li class="li">
<strong class="ph b">Conversations</strong>: A list of conversations that correspond to the
filter conditions set in the report, showing the following columns: <ul class="ul" id="topic_vzw_pbl_fgc__ul_b3y_clx_qhc">
<li class="li">
<strong class="ph b">Conversation time</strong>: The date and time the conversation
started. </li>
<li class="li">
<strong class="ph b">Conversation status</strong>: Shows one of the following
values:<ul class="ul" id="topic_vzw_pbl_fgc__ul_sfv_h32_yjc">
<li class="li">
<strong class="ph b">Unassisted</strong>: The conversation triggered only
system replies, with the exception of a successful
Generative replies / uGPT reply. The AI agent performed
no automation except for AI agent-level actions that are
triggered for all conversations. </li>
<li class="li">
<strong class="ph b">Assisted escalations</strong>: The conversation was
escalated to a human agent. </li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>: The conversation included
at least one identified <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a>
(other than a system reply) and a provided response, or
else a sufficient knowledge answer provided by agentic
reasoning or the Generative replies / uGPT reply.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Resolution tier</strong>: Shows one of the following values:<ul class="ul" id="topic_vzw_pbl_fgc__ul_kbq_d32_yjc">
<li class="li">
<strong class="ph b">Assisted escalation</strong>: The AI agent contributed to
the interaction before a human agent completed the
resolution.</li>
<li class="li">
<strong class="ph b">Contained resolution</strong>: The AI agent handled the
interaction to completion without the customer
requesting further assistance.</li>
<li class="li">
<strong class="ph b">Verified resolution</strong>: The AI agent successfully
resolved the interaction.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Reasoning data</strong>: The outcome of the LLM evaluation
describing why a conversation is considered to be an automated
resolution. Reasoning data is shown only for conversations that
are considered Handled.</li>
<li class="li">
<strong class="ph b">BSAT</strong>: The conversation’s BSAT rating.</li>
</ul>
</li>
</ul>
<p class="p">The conversations list has a maximum of 500 rows. Only the most relevant
first 500 conversations are shown, based on the filters and sort conditions
applied. To view additional conversations, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749580186" target="_blank">use the conversations log</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested3" id="topic_ty3_qbl_fgc">
<h4 class="title topictitle4" id="ariaid-title8">Knowledge sources</h4>
<div class="body">
<p class="p">The Knowledge sources report shows a table of <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">imported knowledge sources</a> and
their respective performance. You can <a class="xref" href="#topic_vhk_hzk_fgc">filter this report</a> by AI agent, Channel, Language,
and Label. </p>
<p class="p">This table includes the following columns: </p>
<ul class="ul" id="topic_ty3_qbl_fgc__ul_nff_ccl_fgc">
<li class="li">
<strong class="ph b">Article name</strong>: The title of the article. This will be listed
across all article sources included. </li>
<li class="li">
<strong class="ph b">Knowledge base type</strong>: The knowledge source of the article.
Possible values include Web crawler, Zendesk, and CSV. </li>
<li class="li">
<strong class="ph b">Knowledge base name</strong>: The name the knowledge base was given when
it was imported. </li>
<li class="li">
<strong class="ph b">Usage</strong>: The percentage of conversations where the article was used
to generate a reply (out of the total number of conversations where an
AI-generated reply was provided). </li>
<li class="li">
<strong class="ph b">Escalated conversations</strong>: The percentage of conversations where
the article was used to generate a reply and the conversation was later
escalated. </li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>: The percentage of conversations where the
article was used to generate a reply and the conversation counted as an
automated resolution. </li>
<li class="li">
<strong class="ph b">BSAT</strong>: The average BSAT score across conversations where the
article was used to generate a response.<p class="p"><img class="image" id="topic_ty3_qbl_fgc__image_k2r_pn1_ggc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_sources.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_w4j_ycd_mgc">
<h3 class="title topictitle3" id="ariaid-title9">Custom resolutions tab</h3>
<div class="body">
<div class="p">
<div class="note" id="topic_w4j_ycd_mgc__note_gbb_cdd_mgc">
<span class="notetitle">Note:</span> This tab is available only to customers who deployed
an AI agent on at least one messaging channel before September 8,
2025.</div>
</div>
<p class="p">The Custom resolutions tab shows KPIs of each of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756466586" target="_blank">custom resolution states</a>. For each of
these KPIs, the results are also graphed over time and you can change the
report’s view to group the results by total volume, channel, AI agent, or
language.</p>
<p class="p">You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9510024609178#topic_vhk_hzk_fgc" target="_blank">filter the reports</a> on this tab by AI
agent, Channel, Reply type, Use case, Language, and Label.</p>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested3" id="topic_tp2_fdd_mgc">
<h4 class="title topictitle4" id="ariaid-title10">Custom resolution state KPIs</h4>
<div class="body">
<p class="p">The Custom resolutions tab shows the following custom resolution state
metrics: </p>
<ul class="ul" id="topic_tp2_fdd_mgc__ul_q1y_3dd_mgc">
<li class="li">
<strong class="ph b">Total conversations</strong>: The number of conversations with an AI
agent. </li>
<li class="li">
<strong class="ph b">Custom resolution rate</strong>: The percentage and actual number of AI
agent conversations that ended with a custom resolution state. </li>
<li class="li">
<strong class="ph b">Informed</strong>: The percentage and actual number of AI agent
conversations where the AI agent provided guidance to the customer. For
more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756466586#h_01GNVCDV9VQ7GXME85YPNE9KXJ" target="_blank">Using the informed state</a>. </li>
<li class="li">
<strong class="ph b">Resolved</strong>: The percentage and actual number of AI agent
conversations that ended with a meaningful resolution and no further
questions from the customer. </li>
<li class="li">
<strong class="ph b">Escalated via email</strong>: The percentage and actual number of AI agent
conversations that were converted into an email ticket. This state is
automatically set when the conversation flow reaches an Escalation block
in a dialogue with the “Send an email” option set. </li>
<li class="li">
<strong class="ph b">Escalated to agent</strong>: The percentage and actual number of AI agent
conversations that were escalated to a human agent. This state is
automatically set when the conversation flow reaches an Escalation block
in a dialogue with the “Forward to an agent” or “Custom escalation”
option set. </li>
<li class="li">
<strong class="ph b">Undefined</strong>: The percentage and actual number of AI agent
conversations that ended without a custom resolution state, often due to
drop-off or use cases missing a custom resolution state. </li>
<li class="li">
<strong class="ph b">Unresolved</strong>: The percentage and actual number of AI agent
conversations where the issue was not answered or resolved.<p class="p"><img class="image" id="topic_tp2_fdd_mgc__image_bcn_sbv_ngc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_custom_resolutions.png" width="600"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_hwx_kgb_s3c">
<h3 class="title topictitle3" id="ariaid-title11">Conversation journey tab</h3>
<div class="body">
<p class="p">The Conversation journey tab helps you understand, in aggregate, the
conversational path that customers follow when they have a conversation with
your AI agent. This information provides insight into where you can: </p>
<ul class="ul" id="topic_hwx_kgb_s3c__ul_wll_rgb_s3c">
<li class="li">Improve knowledge content to reduce escalations </li>
<li class="li">Reduce the number of steps required to deflect an issue </li>
<li class="li">Replicate successful conversation paths across different use cases </li>
<li class="li">Report on use cases with the highest automation success</li>
</ul>
<div class="p">
<div class="note" id="topic_hwx_kgb_s3c__note_jmy_qgb_s3c">
<span class="notetitle">Note:</span> This tab shows only information related to use
cases. AI-generated replies that exist outside of use cases (in either
dialogues or generative procedures) aren’t included in the reports on this
tab. </div>
</div>
<p class="p">You can <a class="xref" href="#topic_vhk_hzk_fgc">filter the reports</a>
on this tab by AI agent, Conversation source, Channel, Language, and First use
case identified. </p>
<p class="p">The Conversation journey tab is made up of a sankey diagram that shows use cases
on the left and conversational end states on the right. The width of the line
from each use case represents the relative volume of conversations with that use
case. Along the way, conversations may flow from one use case to another, before
ultimately reaching one of the following end states: </p>
<ul class="ul" id="topic_hwx_kgb_s3c__ul_dgg_gr4_3jc">
<li class="li">
<strong class="ph b">Assisted escalation</strong>: The conversation was escalated by the AI agent
to a human agent.</li>
<li class="li">
<strong class="ph b">Automated resolution</strong>: The conversation included at least one
identified <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> (other than a system
reply) and a response was provided, or else a successful Generative reply /
Knowledge reply was triggered.</li>
</ul>
<p class="p">A maximum of six use cases can be shown as part of a conversation path. Use cases
beyond that are truncated. </p>
<p class="p">On the Conversation journey tab, you can: </p>
<ul class="ul" id="topic_hwx_kgb_s3c__ul_qfm_tgb_s3c">
<li class="li">Click on <strong class="ph b">Single-step conversations</strong> to focus on conversations that
triggered one use case. This shows your AI agent’s efficacy in solving
one-touch interactions based on your customers’ questions.<p class="p"><img class="image" id="topic_hwx_kgb_s3c__image_ubt_nhb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_conversation_journey_single_step.png" width="600"></p>
</li>
<li class="li">Click on <strong class="ph b">Multi-step conversations</strong> to focus on conversations that
triggered more than one use case. This shows which use cases naturally lead
into others, helping you build smoother transitions and pre-populate data
between these use cases to reduce conversational friction.<p class="p"><img class="image" id="topic_hwx_kgb_s3c__image_csk_4hb_s3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aia_conversation_journey_multi_step.png" width="600"></p>
</li>
<li class="li">Click on a <strong class="ph b">specific conversation path</strong> to see the journeys customers
take from beginning to end when starting a conversation with a specific use
case.</li>
<li class="li">Hover over a <strong class="ph b">conversational end state</strong> to view the conversational
paths and associated use cases that resulted in that outcome. By focusing
on: <ul class="ul" id="topic_hwx_kgb_s3c__ul_q1n_xgb_s3c">
<li class="li">
<strong class="ph b">Assisted escalations</strong>, you can identify and investigate use
cases that might benefit from increased automation so that human
agents don’t need to be involved. </li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>, you can identify use cases with the
fastest paths to automated resolutions, allowing you to replicate
efficient logic across your AI agent.</li>
</ul>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_vhk_hzk_fgc">
<h2 class="title topictitle2" id="ariaid-title12">Filtering the reports</h2>
<div class="body">
<p class="p">You can filter the dashboard’s reports by time frame or other attributes. </p>
<p class="p"><strong class="ph b">To filter the dashboard by time frame</strong></p>
<div class="p">
<ol class="ol" id="topic_vhk_hzk_fgc__ol_l3p_gcl_fgc">
<li class="li">
<a class="xref" href="#topic_ucj_gzk_fgc">In the Reporting
dashboard</a>, in the upper-right corner, click <strong class="ph b">Time frame</strong>. </li>
<li class="li">Using one of the following methods, select the dates you want to view
conversations for: <ul class="ul" id="topic_vhk_hzk_fgc__ol_ms2_3cl_fgc">
<li class="li">On the right, select one of the predefined time frames:
<strong class="ph b">Today</strong>, <strong class="ph b">Yesterday</strong>, <strong class="ph b">Last 7 days</strong>, <strong class="ph b">Last 30
days</strong>, <strong class="ph b">This month</strong>, <strong class="ph b">Last month</strong>
</li>
<li class="li">Select specific beginning and end dates on the calendar<p class="p"><img class="image" id="topic_vhk_hzk_fgc__image_n1q_qn1_ggc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_timeframe.png" width="400"></p>
</li>
</ul>
</li>
</ol>
</div>
<p class="p"><strong class="ph b">To filter the dashboard by other attributes</strong></p>
<div class="p">
<ol class="ol" id="topic_vhk_hzk_fgc__ol_yfv_fcl_fgc">
<li class="li">
<a class="xref" href="#topic_ucj_gzk_fgc">In the Reporting
dashboard</a>, click one of the following filters and select its
values as needed depending on the data you want to see: <ul class="ul" id="topic_vhk_hzk_fgc__ol_jbj_kcl_fgc">
<li class="li">
<strong class="ph b">AI agent</strong>: The AI agent who participated in the conversation. </li>
<li class="li">
<strong class="ph b">Channel</strong>: The channel the conversation took place in. Values
can be Messaging, Email, or Voice. </li>
<li class="li">
<strong class="ph b">Reply type</strong>: The type of replies the AI agent can provide. Not
available in the <a class="xref" href="#topic_ty3_qbl_fgc">Knowledge sources</a> report. Possible values include: <ul class="ul" id="topic_vhk_hzk_fgc__ul_mnj_5mr_hjc">
<li class="li">
<strong class="ph b">Use case</strong>: Responses that triggered a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a>.</li>
<li class="li">
<strong class="ph b">Knowledge</strong>: Responses generated from a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">connected knowledge
source</a>.</li>
<li class="li">
<strong class="ph b">Hybrid</strong>: Responses that both triggered a use case and
were generated from a connected knowledge source.</li>
<li class="li">
<strong class="ph b">Other</strong>: Responses where neither a use case nor a
knowledge source was used in the reply, such as small-talk
answers or custom instructions.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Use case</strong>: The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041901679130" target="_blank">use case</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357751694362" target="_blank">intent</a> detected during the
conversation. (Not available in the Knowledge sources report.) </li>
<li class="li">
<strong class="ph b">Language</strong>: The language detected during the conversation. </li>
<li class="li">
<strong class="ph b">Label</strong>: The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749583130" target="_blank">labels</a> applied to the
conversation. </li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Apply</strong>. </li>
<li class="li">Repeat the steps above to apply any additional filters as needed. </li>
</ol>
</div>
<div class="p">
<div class="note" id="topic_vhk_hzk_fgc__note_egb_rcj_sjc">
<span class="notetitle">Note:</span> If you clear the selections from all values for a given
filter, no report data is returned. At least one value from each filter must be
selected.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_orb_3zk_fgc">
<h2 class="title topictitle2" id="ariaid-title13">Changing a report's view</h2>
<div class="body">
<p class="p">For the <a class="xref" href="#topic_fhn_k1l_fgc">AI agent workload</a> and
<a class="xref" href="#topic_w4j_ycd_mgc">custom resolutions</a> reports,
you can apply different views that change how the results are presented. Different
views let you focus on different aspects of the overall data. </p>
<p class="p"><strong class="ph b">To change a report’s view</strong></p>
<div class="p">
<ol class="ol" id="topic_orb_3zk_fgc__ol_rvg_tcl_fgc">
<li class="li">
<a class="xref" href="#topic_ucj_gzk_fgc">In the Reporting
dashboard</a>, select one of the following tabs:<ul class="ul" id="topic_orb_3zk_fgc__ol_qvh_vdd_mgc">
<li class="li">For AI agent workload reports: <strong class="ph b">Overview</strong>
</li>
<li class="li">For custom resolutions reports: <strong class="ph b">Custom resolutions</strong>
</li>
</ul>
</li>
<li class="li">Select one of the metrics. </li>
<li class="li">Above the visualization on the left side, click the drop-down to select one
of the following report views: <ul class="ul" id="topic_orb_3zk_fgc__ol_z54_vcl_fgc">
<li class="li"><strong class="ph b">By channel</strong></li>
<li class="li"><strong class="ph b">By AI agent</strong></li>
<li class="li">
<strong class="ph b">By language</strong><p class="p"><img class="image img-screenshot" id="topic_orb_3zk_fgc__image_kp2_34v_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_analytics_dashboard_new.png" width="800"></p>
</li>
</ul>
</li>
<li class="li">(Optional) Above the visualization on the right side, click <strong class="ph b">Daily</strong>,
<strong class="ph b">Weekly</strong>, <strong class="ph b">Monthly</strong>, or <strong class="ph b">Quarterly</strong> to change how the
report’s results are aggregated.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested1" id="topic_yhv_hrn_phc">
<h2 class="title topictitle2" id="ariaid-title14">Exporting report data</h2>
<div class="body">
<p class="p">You can export report data from the dashboard as a CSV file. This allows you to
further manipulate the results or upload them into your business intelligence tool
of choice.</p>
<p class="p"><strong class="ph b">To export report data</strong></p>
<div class="p">
<ol class="ol" id="topic_yhv_hrn_phc__ol_mrp_rrn_phc">
<li class="li">
<a class="xref" href="#topic_ucj_gzk_fgc">In the Reporting
dashboard</a>, select the tab that contains the report you want to
export.</li>
<li class="li">(Optional) <a class="xref" href="#topic_vhk_hzk_fgc">Apply
filters</a> to the tab.</li>
<li class="li">Click <strong class="ph b">Export CSV</strong>.<p class="p">The Export CSV panel opens.</p>
<p class="p"><img class="image" id="topic_yhv_hrn_phc__image_wdw_1tn_phc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_reporting_dashboard_export_csv.png" width="450"></p>
</li>
<li class="li">In <strong class="ph b">Report</strong>, select the report you want to export.<p class="p">The available
reports depend on which tab you've selected:</p>
<ul class="ul" id="topic_yhv_hrn_phc__ul_sly_wrn_phc">
<li class="li">Overview tab<ul class="ul" id="topic_yhv_hrn_phc__ul_krb_yrn_phc">
<li class="li"><strong class="ph b">Total conversations</strong></li>
<li class="li"><strong class="ph b">Understood conversations</strong></li>
<li class="li"><strong class="ph b">Escalated conversations</strong></li>
<li class="li"><strong class="ph b">Assisted conversations</strong></li>
<li class="li"><strong class="ph b">Handled conversations</strong></li>
<li class="li"><strong class="ph b">Automated resolutions</strong></li>
<li class="li"><strong class="ph b">Rated conversations</strong></li>
<li class="li"><strong class="ph b">BSAT score</strong></li>
<li class="li"><strong class="ph b">BSAT score breakdown</strong></li>
<li class="li"><strong class="ph b">Total conversations vs automation</strong></li>
<li class="li"><strong class="ph b">All conversation data</strong></li>
</ul>
</li>
<li class="li">Contact reasons tab<ul class="ul" id="topic_yhv_hrn_phc__ul_btj_bsn_phc">
<li class="li"><strong class="ph b">Use case performance with current filters</strong></li>
<li class="li"><strong class="ph b">Use case performance without filters</strong></li>
<li class="li"><strong class="ph b">Knowledge sources with current filters</strong></li>
<li class="li"><strong class="ph b">Knowledge sources data without filters</strong></li>
</ul>
</li>
<li class="li">Custom resolutions tab<ul class="ul" id="topic_yhv_hrn_phc__ul_rr2_jsn_phc">
<li class="li">
<strong class="ph b">Custom resolutions overview</strong> (includes data from the
chart)</li>
<li class="li">
<strong class="ph b">Custom resolutions</strong> (includes data from the KPI cards
only)</li>
</ul>
</li>
</ul>
</li>
<li class="li">If <strong class="ph b">Break down by</strong> is available for your selected report, select one of
the following options: <strong class="ph b">By AI agent</strong>, <strong class="ph b">By language</strong>, <strong class="ph b">By
channel</strong>
</li>
<li class="li">If <strong class="ph b">Frequency</strong> is available for your selected report, select one of the
following options: <strong class="ph b">Daily</strong>, <strong class="ph b">Weekly</strong>, <strong class="ph b">Monthly</strong>,
<strong class="ph b">Quarterly</strong><div class="p">
<div class="note" id="topic_yhv_hrn_phc__note_zwg_rxn_phc">
<span class="notetitle">Note:</span> This option controls the time frame the data
is aggregated by in the report export. It doesn't create a recurring
export of the selected data.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">Your report is downloaded as a zip file.</p>
</li>
</ol>
</div>
</div>
</div>
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