Using the AI agent activity real-time monitoring dashboard (EAP)

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<p id="docs-hc-snippet" style="display: none;">The AI agent activity dashboard provides real time visibility into your AI agent activity. You can use this dashboard to monitor active AI agent conversations, review resolution performance, identify escalation patterns, and troubleshoot failures related to actions, integrations, and escalations.</p>
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<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> This feature is currently in an early access program (EAP). You
can sign up for the EAP <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10635574951578#topic_x4n_5n2_tjc" target="_blank">here</a>.</div>
</div>
<p class="p" dir="ltr">The AI agent activity dashboard provides real time visibility into your AI agent
activity. You can use this dashboard to monitor active AI agent
conversations, review resolution performance, identify escalation patterns, and
troubleshoot failures related to actions, integrations, and escalations.</p>
<p class="p">Additionally, the dashboard helps you see which use cases generate the most activity,
which knowledge sources support successful resolutions, and where assisted escalations
or failed events might point to opportunities for improvement. By using filtering and
drill-in insights, you can better understand activity across every channel, and optimize
AI agent performance at scale.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> To view the dashboard, you must be using AI agents and have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_blank">Explore admin or viewer access</a>.</div>
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<p class="p" dir="ltr"> This article contains the following topics:</p>
<ul class="ul" id="real_time_ai_agents__ul_nwf_hm2_tjc">
<li class="li" dir="ltr"><a class="xref" href="#topic_x4n_5n2_tjc">Turning on the AI agent activity real-time monitoring dashboard EAP</a></li>
<li class="li"><a class="xref" href="#topic_t3r_h42_tjc">Accessing the AI agent activity real-time monitoring dashboard</a></li>
<li class="li"><a class="xref" href="#topic_fyr_h42_tjc">Understanding the AI agent activity real-time monitoring dashboard reports</a></li>
<li class="li"><a class="xref" href="#topic_gns_h42_tjc">Current limitations</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_x4n_5n2_tjc">
<h2 class="title topictitle2" id="ariaid-title2">Turning on the AI agent activity real-time monitoring dashboard EAP</h2>
<div class="body">
<p class="p">You can join the AI agent activity dashboard EAP from Admin Center.</p>
<p class="p"><strong class="ph b">To turn on the EAP</strong></p>
<ol class="ol" id="topic_x4n_5n2_tjc__ol_pjx_x42_tjc">
<li class="li" dir="ltr">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_x4n_5n2_tjc__image_kwz_jp2_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Analytics</strong>.</li>
<li class="li" dir="ltr">On the Analytics page, select <strong class="ph b">AI agent activity in real-time
monitoring (EAP)</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>. </li>
</ol>
<p class="p"><img class="image" id="topic_x4n_5n2_tjc__image_zss_44k_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/analyt_1.png" width="500"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t3r_h42_tjc">
<h2 class="title topictitle2" id="ariaid-title3">Accessing the AI agent activity real-time monitoring dashboard</h2>
<div class="body">
<div class="p">You access the AI agent activity dashboard from the real-time monitoring home page.
Access to the dashboard is independent from access to the AI agents feature.<ul class="ul">
<li class="li" dir="ltr">Dashboard considerations include:<ul class="ul" id="topic_t3r_h42_tjc__ul_ewk_bt2_tjc">
<li class="li" dir="ltr">Users can see AI agents independent of any role
restrictions in the AI agents product.</li>
<li class="li" dir="ltr">Users can see ticket IDs independent of group or brand
restrictions.</li>
<li class="li">Test conversations are not included in the dashboard reports.</li>
</ul>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To access the AI agent activity dashboard</strong></p>
<ol class="ol" id="topic_t3r_h42_tjc__ol_nkz_bq2_tjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Analytics</a>, click the real-time
monitoring home icon (<img class="image" id="topic_t3r_h42_tjc__image_lsf_fq2_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/rtm_zra_icon.png" width="20">) in the sidebar.</li>
<li class="li">Locate the AI agent activity dashboard and click <strong class="ph b">View</strong>.</li>
</ol>
<p class="p">The AI agent activity dashboard opens.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fyr_h42_tjc">
<h2 class="title topictitle2" id="ariaid-title4">Understanding the AI agent activity real-time monitoring dashboard reports</h2>
<div class="body">
<p class="p">The AI agent activity dashboard contains the following tabs:</p>
<ul class="ul" id="topic_fyr_h42_tjc__ul_n1t_5r2_tjc">
<li class="li"><a class="xref" href="#topic_tzm_sr2_tjc">Activity</a></li>
<li class="li"><a class="xref" href="#topic_l4y_sr2_tjc">Use cases</a></li>
<li class="li"><a class="xref" href="#topic_r2z_sr2_tjc">Knowledge sources</a></li>
<li class="li"><a class="xref" href="#topic_vrz_sr2_tjc">Events</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_tzm_sr2_tjc">
<h3 class="title topictitle3" id="ariaid-title5">Activity</h3>
<div class="body">
<p class="p" dir="ltr">The activity tab provides a live view of in-progress AI agent
conversations along with historical trends and failure reports. It helps you
monitor current volume, spot issues quickly, and understand AI agent performance
by channel, segment, and use case. </p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10143536620570" target="_blank">real-time monitoring assistant</a> to
reassign tickets from AI agents to human agents on email and voice
channels.</div>
</div>
<p class="p" dir="ltr">You can filter this tab by AI agent, channel, segment, use case,
language, label, and time - conversation started (historical data).</p>
<p class="p"><img class="image" id="topic_tzm_sr2_tjc__image_jd4_1ql_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_zra_dash_1.png" width="800"></p>
<p class="p" dir="ltr">The tab contains the following reports:</p>
<p class="p" dir="ltr"><strong class="ph b">Real-time reports</strong></p>
<ul class="ul" id="topic_tzm_sr2_tjc__ul_dmt_vs2_tjc">
<li class="li" dir="ltr">
<strong class="ph b">Total conversations in progress</strong>: The number of
conversations in progress across email, messaging and voice. You can drill
into this report to see more information relating to the conversations, such
as ticket ID, AI agent, channel, and more.</li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Recent history reports</strong></p>
<ul class="ul" id="topic_tzm_sr2_tjc__ul_fmt_vs2_tjc">
<li class="li" dir="ltr">
<strong class="ph b">AI agent performance</strong>: Helps you to understand how often the
AI agent is resolving conversations on its own or handing them off for human
support. The report shows the following information: <ul class="ul" id="topic_tzm_sr2_tjc__ul_gmt_vs2_tjc">
<li class="li" dir="ltr">
<strong class="ph b">Automated resolutions (AR)</strong>: The percentage 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 a successful knowledge
answer provided by agentic reasoning or the generative replies/uGPT
reply.</li>
<li class="li" dir="ltr">
<strong class="ph b">Assisted escalations</strong>: The number of conversations
that were escalated to a human agent.</li>
</ul>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Conversation status</strong>: Displays the distribution of
conversation outcomes over time including: <ul class="ul" id="topic_tzm_sr2_tjc__ul_hmt_vs2_tjc">
<li class="li" dir="ltr">
<strong class="ph b">Automated resolutions (AR)</strong>: The 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 successful
knowledge answer provided by agentic reasoning or the generative
replies/uGPT reply.</li>
<li class="li" dir="ltr">
<strong class="ph b">Assisted escalations</strong>: The number of conversations
that were escalated to a human agent.</li>
<li class="li" dir="ltr">
<strong class="ph b">Unassisted conversations</strong>: The 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>
</ul>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Total conversation in progress</strong>: Displays the number of
active conversations over time, broken down by channel. </li>
<li class="li" dir="ltr">
<strong class="ph b">Failed events</strong>: Displays the number of failed events over
time, including failed actions, integrations, and escalations. </li>
<li class="li" dir="ltr">
<strong class="ph b">Conversation status by use case</strong>: Shows an overview across
assisted escalations and automated resolutions by use case, helping you
compare which use cases are being handled successfully by the AI agent and
which ones may require more support.</li>
<li class="li">
<strong class="ph b">Conversations in progress</strong>: Shows a table of active conversations in
progress. Use this table to further investigate live conversations. This
table includes information on ticket ID, AI agent, channel, segment, and
more.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_l4y_sr2_tjc">
<h3 class="title topictitle3" id="ariaid-title6">Use cases</h3>
<div class="body">
<p class="p" dir="ltr">The use cases performance tab shows a table of all existing use cases
and their respective performance across your AI agents and channels.</p>
<p class="p" dir="ltr">You can filter this report by AI agent, channel, segment, use case,
language, label, and time - conversation started (historical data).</p>
<p class="p"><img class="image" id="topic_l4y_sr2_tjc__image_d1g_fql_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_zra_dash_2.png" width="800"></p>
<p class="p" dir="ltr">This table includes the following columns:</p>
<ul class="ul" id="topic_l4y_sr2_tjc__ul_qj2_ys2_tjc">
<li class="li" dir="ltr">
<strong class="ph b">Use case</strong>: The name of the dialogue or procedure.</li>
<li class="li" dir="ltr">
<strong class="ph b">AI agent</strong>: The AI agent that the dialogue or procedure was
created for.</li>
<li class="li" dir="ltr">
<strong class="ph b">Channel</strong>: The channel that the AI agent is configured for.
Values include email, messaging, and voice.</li>
<li class="li" dir="ltr">
<strong class="ph b">Reply method</strong>: How the reply was triggered. Values include
dialogues and procedures.</li>
<li class="li" dir="ltr">
<strong class="ph b">Conversations in progress</strong>: The number of conversations in
progress where the use case was detected.</li>
<li class="li" dir="ltr">
<strong class="ph b">Assisted escalations</strong>: The number of conversations that were
escalated to a human agent where the use case was detected.</li>
<li class="li" dir="ltr">
<strong class="ph b">Automated resolutions</strong>: The number of automated resolutions
across conversations where the use case was detected.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_r2z_sr2_tjc">
<h3 class="title topictitle3" id="ariaid-title7">Knowledge sources</h3>
<div class="body">
<p class="p" dir="ltr">The knowledge sources tab 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.</p>
<p class="p" dir="ltr">You can filter this report by AI agent, channel, language, and time -
conversation started (historical data).</p>
<p class="p"><img class="image" id="topic_r2z_sr2_tjc__image_bxv_3ql_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_zra_dash_3.png" width="800"></p>
<div class="p" dir="ltr">The table includes the following columns:<ul class="ul" id="topic_r2z_sr2_tjc__ul_wsk_zs2_tjc">
<li class="li" dir="ltr">
<strong class="ph b">Article</strong>: The title of the article. This will be listed
across all article sources included.</li>
<li class="li" dir="ltr">
<strong class="ph b">Type</strong>: The knowledge source of the article. Possible
values include web crawler, Zendesk, and CSV.</li>
<li class="li" dir="ltr">
<strong class="ph b">Knowledge source</strong>: The name the knowledge source was
given when it was imported.</li>
<li class="li" dir="ltr">
<strong class="ph b">Conversations in progress</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" dir="ltr">
<strong class="ph b">Assisted escalations</strong>: The number of conversations where
the article was used to generate a reply and the conversation was later
escalated.</li>
<li class="li" dir="ltr">
<strong class="ph b">Automated resolutions</strong>: The number of conversations
where the article was used to generate a reply and the conversation
counted as an automated resolution.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_vrz_sr2_tjc">
<h3 class="title topictitle3" id="ariaid-title8">Events</h3>
<div class="body">
<p class="p" dir="ltr">The events tab gives you a historical view of actions, escalations, and
integrations triggered by AI agent activity. It helps you monitor success rates,
spot failure patterns, and identify the most common causes of integration
issues.</p>
<p class="p" dir="ltr">You can filter by AI agent, channel, segment, use case, language,
label, action, integration, and time - event occurred (historical data).</p>
<p class="p"><img class="image" id="topic_vrz_sr2_tjc__image_evw_lql_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agent_zra_dash_4.png" width="800"></p>
<div class="p" dir="ltr">The tab includes the following reports: <ul class="ul" id="topic_vrz_sr2_tjc__ul_ybp_1t2_tjc">
<li class="li" dir="ltr">
<strong class="ph b">Actions triggered</strong>: Displays the number of actions
triggered over time broken down by actions success rate and actions
failure rate. </li>
<li class="li" dir="ltr">
<strong class="ph b">Escalations triggered</strong>: Displays the number of
escalations triggered over time broken down by escalations success rate
and escalations failure rate. </li>
<li class="li" dir="ltr">
<strong class="ph b">Integrations triggered</strong>: Displays the number of
integrations triggered over time broken down by integrations success
rate and integrations failure rate. </li>
<li class="li" dir="ltr">
<strong class="ph b">Reasons for integration failure</strong>: Displays the most
common integration failure reasons.</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_gns_h42_tjc">
<h2 class="title topictitle2" id="ariaid-title9">Current limitations</h2>
<div class="body">
<div class="p" dir="ltr">The AI agents real-time monitoring dashboard currently has the following
limitations: <ul class="ul" id="topic_gns_h42_tjc__ul_dwk_bt2_tjc">
<li class="li">Messaging conversations won't be included in reports if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent tickets</a> are turned
off.</li>
<li class="li">The report filters only show use cases, segments, labels, and language that
have already been used in conversations.</li>
</ul>
</div>
</div>
</div>
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