Monitoring messaging AI agent performance with the Insights dashboard (Legacy)

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<p id="docs-hc-snippet" style="display: none;">The Insights dashboard provides detailed information about your messaging AI agent's performance. By offering a comprehensive overview of metrics, response performance, and coverage gaps, the dashboard can help you optimize your AI agent configuration and improve the self-service experience for your end users.</p>
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<div class="p" id="Insights_tab__note_owy_qnb_hbc">
<div class="note attention" id="Insights_tab__note_vsl_tck_f2c">
<span class="attentiontitle"></span> <span class="ph">This article describes functionality that moved into
legacy status on July 31, 2025. On December 10, 2026, this functionality will no
longer be available. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/10487730059034" target="_blank">this announcement</a>.</span>
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<p class="p">The Insights dashboard provides detailed information about your messaging AI agent's
performance. By offering a comprehensive overview of metrics, response performance, and
coverage gaps, the dashboard can help you optimize your AI agent configuration and
improve the self-service experience for your end users.</p>
<div class="p">
<div class="note" id="Insights_tab__note_nyc_lsr_hjc">
<span class="notetitle">Note:</span> The Insights dashboard does not capture information for AI
agents connected to the email channel.</div>
</div>
<p class="p">Some of the information in the Insights dashboard is also available in Explore. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409155069466" target="_blank">Analyzing your autoreplies with articles</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829761690" target="_blank">Analyzing your bot builder activity (Legacy)</a>.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="Insights_tab__ul_uhy_nnm_bbc">
<li class="li"><a class="xref" href="#topic_yst_4nm_bbc">Opening the Insights dashboard</a></li>
<li class="li"><a class="xref" href="#topic_vz2_pnm_bbc">Understanding the dashboard metrics</a></li>
<li class="li">
<a class="xref" href="#topic_eny_wnm_bbc">Next steps to improve performance</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_yst_4nm_bbc">
<h2 class="title topictitle2" id="ariaid-title2">Opening the Insights dashboard</h2>
<div class="body">
<p class="p">You can open the Insights dashboard to view information about your AI agent's performance.</p>
<p class="p"><strong class="ph b">To view the dashboard</strong></p>
<ol class="ol" id="topic_yst_4nm_bbc__ol_wps_snm_bbc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_yst_4nm_bbc__d9e1351" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_ai.png">
<strong class="ph b">AI</strong> in the sidebar, then select <strong class="ph b">AI agents &gt; AI agents</strong>.</span></li>
<li class="li">Click the AI agent you want to monitor.</li>
<li class="li">Click the <strong class="ph b">Insights</strong> tab to display the dashboard.<p class="p"><img class="image" id="topic_yst_4nm_bbc__image_w3z_ymc_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_insights_overall.png" width="400"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vz2_pnm_bbc">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the dashboard metrics</h2>
<div class="body">
<p class="p">The dashboard provides a comprehensive overview of AI agent performance metrics and
response performance. </p>
<p class="p">The information on the dashboard is updated hourly. However, note that an interaction
cannot be considered <em class="ph i">resolved</em> (handled entirely by an AI agent) until at
least 72 hours has passed since the last end-user activity. This means you might
notice a three-day gap in data regarding resolutions. </p>
<p class="p">This section describes the following areas of the dashboard:</p>
<ul class="ul" id="topic_vz2_pnm_bbc__ul_tfn_b4m_bbc">
<li class="li">
<a class="xref" href="#topic_w3k_wnm_bbc">Performance metrics</a>
</li>
<li class="li">
<a class="xref" href="#topic_qrs_wnm_bbc">AI agent responses (Legacy)</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_w3k_wnm_bbc">
<h3 class="title topictitle3" id="ariaid-title4">Performance metrics </h3>
<div class="body">
<p class="p">The dashboard performance metrics offer you a quick glance at the AI agent's
overall performance. </p>
<p class="p">
<img class="image" id="topic_w3k_wnm_bbc__image_v4q_cqc_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/insights_dashboard-performance.png">
</p>
<p class="p">These metrics include: </p>
<ul class="ul" id="topic_w3k_wnm_bbc__ul_lf3_24m_bbc">
<li class="li">
<strong class="ph b">Active users</strong>: Total number of unique users who actively participated
in the conversation, meaning they were sent messages or selected options
presented by the AI agent. This metric is updated hourly and includes all
interactions, <em class="ph i">resolved</em> and <em class="ph i">unresolved</em>, from the last 30
days.</li>
<li class="li">
<strong class="ph b">Transferred to agent</strong>: Percentage of unique users who engaged with the
AI agent and were handed over to a live agent, resulting in a ticket. These
interactions are considered <em class="ph i">unresolved</em>.</li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>: Percentage of AI agent conversations
<em class="ph i">resolved</em> by the AI agent. </li>
</ul>
<p class="p">For detailed information about how a conversation is resolved by the AI agent,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5352026794010" target="_blank">About automated resolutions for AI
agents</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_qrs_wnm_bbc">
<h3 class="title topictitle3" id="ariaid-title5">AI agent responses (Legacy)</h3>
<div class="body">
<div class="p">
<div class="note" id="topic_qrs_wnm_bbc__note_uxj_jdk_f2c">
<span class="notetitle">Note:</span> This section appears in the dashboard only if you had
a draft or published AI agent as of February 2, 2025.</div>
The AI agent
responses chart breaks down the ratios of the types of responses the AI agent
presented to end users over the course of their conversations. </div>
<p class="p">
<img class="image" id="topic_qrs_wnm_bbc__image_xqr_2qc_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/insights_dashboard-chart.png" width="350">
</p>
<p class="p">Response types include: </p>
<ul class="ul" id="topic_qrs_wnm_bbc__ul_l1h_m4m_bbc">
<li class="li">
<strong class="ph b">Recommended an article</strong>: The AI agent found a relevant help center
article and presented a link to it. </li>
<li class="li">
<strong class="ph b">Generated a reply</strong>: The AI agent found one or more relevant help
center articles that addressed the question and shared a summary with the
customer in the conversation. Generative replies include a link to the most
relevant article.</li>
<li class="li">
<strong class="ph b">Showed an answer</strong>: The AI agent presented a custom answer flow. </li>
<li class="li">
<strong class="ph b">Couldn't answer</strong>: The AI agent couldn't provide an answer. </li>
</ul>
<p class="p">The numbers displayed in this chart represent <em class="ph i">all</em> responses given to users
over the previous 30 days. However, responses to the Present options step—either
the end user selecting an option or entering free text matching a presented
option—are not counted. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_eny_wnm_bbc">
<h2 class="title topictitle2" id="ariaid-title6">Next steps to improve performance</h2>
<div class="body">
<p class="p">The Next steps to improve performance section includes information you can use to
update your AI agent to boost its effectiveness.</p>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_tdk_s4m_bbc">
<h3 class="title topictitle3" id="ariaid-title7"><strong class="ph b">Review conversations</strong></h3>
<div class="body">
<p class="p">
<img class="image" id="topic_tdk_s4m_bbc__image_wdp_2rc_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_review_conversations_next_step.png" width="600"></p>
<div class="p">The Review conversations section displays links to transcripts of conversations
between the AI agent and an end user from the last 30 days, including: <ul class="ul" id="topic_tdk_s4m_bbc__ul_gz3_54m_bbc">
<li class="li">
<strong class="ph b">Unresolved conversations</strong>: AI agent conversations that were not
resolved by the AI agent, including those that remained unresolved and
those that were solved by a live agent. </li>
<li class="li">
<strong class="ph b">Automated resolutions</strong>: AI agent conversations that were resolved
by the AI agent. </li>
</ul>
</div>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043105495706" target="_blank">Reviewing AI agent conversation transcripts</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_chg_vdk_f2c">
<h3 class="title topictitle3" id="ariaid-title8">Improve your help center</h3>
<div class="body">
<p class="p"><img class="image" id="topic_chg_vdk_f2c__image_h3g_ydk_f2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_improve_HC_next_steps.png" width="600"></p>
<p class="p">This section links you to your help center, where you can create or edit articles
to help the AI agent address topics identified in unresolved conversations.</p>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_jhf_s4m_bbc">
<h3 class="title topictitle3" id="ariaid-title9"><strong class="ph b">Resolve intents without answers (Legacy)</strong></h3>
<div class="body">
<div class="p">
<div class="note">
<span class="notetitle">Note:</span> This section appears in the dashboard only if you had a draft or
published AI agent as of February 2, 2025, and your account has been matched
to an intent model. </div>
</div>
<p class="p">
<img class="image" id="topic_jhf_s4m_bbc__image_ldq_1rc_cbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/insights_dashboard-intents.png" width="600"></p>
<p class="p">You can view at a glance the top topics customers ask about during AI agent
conversations that do not have existing AI agent answers. Zendesk AI uses past
AI agent conversations to identify these top customer topics, known as <em class="ph i">intent
suggestions</em>, based on the following:</p>
<div class="p">
<ul class="ul" id="topic_jhf_s4m_bbc__ul_wqx_t4m_bbc">
<li class="li">The intent is not linked to an existing answer.</li>
<li class="li">The intent has been matched to a customer question or comment at least
three times over the last 30 days.</li>
<li class="li">The intent is related specifically to the conversation AI agent the
questions came through.</li>
</ul>
</div>
<p class="p">This helps you understand which actions your should take to improve AI agent
performance. You can review your top intents without answers, then click through
to the full list of intents to create an answer for an intent or to link an
intent to an existing answer. Doing so might increase the number of customer
support requests resolved and, in turn, lower the percentage of no AI agent
responses.</p>
<p class="p">For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5537827011994" target="_blank">Reviewing and assigning intents for common
questions without AI agent answers (Legacy).</a></p>
</div>
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