The AI agents - Advanced add-on includes multiple dashboards that help you analyze different aspects of the performance of your advanced AI agents. This article introduces you to the available dashboards and provides links to more in-depth information about each.
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About the Performance overview dashboard
The Performance overview dashboard is the main landing page when you access the AI agents - Advanced add-on. Here, you can get an at-a-glance view of important performance metrics for any AI agent across your organization, including:
- Customer, email, and conversation volumes
- Automated resolutions
- AI agent-handled, deflection, and escalation rates
For more in-depth information about this dashboard, see Analyzing advanced AI agents with the Performance overview dashboard.
About the Performance summary dashboard
The Performance summary dashboard lets you dig deep into many different aspects of an advanced AI agent to see how well it’s performing. From here, you can view:
- Key metrics about customer volume, conversation management, and opportunities for improvement
- Visualizations based on volume, time, language, resolution, and intent
- Key metrics about use case performance
For more in-depth information about this dashboard, see Analyzing advanced AI agent performance with the Performance summary dashboard.
About the Conversation journey dashboard
The Conversation journey dashboard provides an aggregated view of all conversations between your AI agent and users. This dashboard helps you investigate your conversation flows to:
- Understand how many customers go through each dialogue
- Identify patterns and problem areas
- Track drop-off rates
For more in-depth information about this dashboard, see Analyzing conversation flows for advanced AI agents with the conversation journey dashboard.
About the Generative reply performance dashboard
The Generative reply performance dashboard gives you insights into the generative replies within conversations between your advanced AI agent and users. This dashboard shows you:
- How many conversations included generative replies
- How well the AI agent understood users’ questions
- Which topics from your help center were referenced most often in generative replies
- Which topics need to be created in your help center to be used in future generative replies
For more in-depth information about this dashboard, see Analyzing generative reply performance for advanced AI agents.
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