The AI agent report shows how your AI agent performs.
Requirements
You need AI agent enabled on at least one inbox to see this report.
Opening the AI agent report
- Go to Reports in the sidebar
- Click AI agent
Performance metrics
- New tickets: Conversations the AI agent handled or was involved in during the period. Includes tickets currently assigned to AI and tickets handed over from AI.
- Resolved tickets: Conversations the AI resolved without human help.
- First response time: Median time from customer message to AI's first reply.
- Resolution time: Median time from first message to resolution for AI-resolved tickets.
Rate metrics
- Involvement rate: Percentage of all new tickets where the AI participated.
- Success rate: Percentage of AI-involved conversations that were resolved without human help.
- Handover rate: Percentage of AI conversations that were escalated to a human agent.
- Pending rate: Percentage of AI conversations that are still open (snoozed or waiting).
Guidance breakdown
Shows performance for each guidance rule:
- Tickets: Conversations that matched this guidance.
- Success rate: Resolved without handover.
- Handover rate: Needed human help.
- Pending rate: Still open.
High handover rate on specific guidance means it needs clearer instructions or more knowledge sources.
Action breakdown
Shows how many times each custom action triggered and its success rate.
Common questions
How is Success rate calculated?
Success rate = Resolved tickets รท Total AI-involved tickets. A ticket counts as AI-involved if the AI responded, handed it over, or resolved it.
Why might Involvement rate be higher than expected?
Involvement rate includes any ticket where the AI participated, even briefly. If AI sends an initial response before handing over, that ticket counts as AI-involved.