AI Agent performance report

Open AI Agent > Performance, or Analytics > AI agent; both lead to the same report. It counts drafted replies and what your team did with them, the skills those drafts followed, and the changes Haylee made, in the date range you pick. Everyone in the helpdesk can read it.

4. Analytics for AI and automation

Pick the dates#

Choose a range from the date button at the top (the last 30 days to start with) and a comparison: Compare: previous period, Compare: same dates last year or No comparison. Everything is counted by when the draft was made or the change happened, in your helpdesk's time zone. Today is still filling in, and the comparison runs up to the same time of day.

The channel, tag, agent and team filters other reports have do not apply here.

The four figures#

Under the figures you see the change against the comparison period; under Drafts used, how many drafts that share is based on.

Drafts each day#

A bar for each day of the range. Show table lists, per day, the drafts written, how many were Haylee's and how many were used.

Skills the drafts followed#

One row per skill that drafts followed in the range, with the number of drafts that followed it and how many of those were used and discarded. A skill with many discards is worth rereading; Writing skills that work has the usual fixes.

What happened to the drafts#

What Haylee changed#

Her changes, counted by type: drafts written, notes or messages written, tags added and removed, tickets updated, handed to a team, assigned, closed and snoozed, skills written, changes proposed, skill drafts edited, skills switched on and archived. Below the list you see how many skills were written in the range and how many were switched on.

Export#

Export CSV downloads one row per skill with the drafts that followed it, how many were used and how many discarded, and a last row for all drafts. See Filter, compare and export reports.

The AI Agent overview#

AI Agent > Overview shows four of these figures for the last 30 days, with no date picker: active skills (and how many more are in drafts), drafts written, the share used, and Haylee's changes.

What the report does not show#

• Automation rate, coverage by request type and suggested improvements. The helpdesk does not sort tickets into request types for reporting, so there is no table of which types the AI Agent covers, and no list of suggested fixes. Use Skills the drafts followed and the Tags report instead.

• Clicking a figure to see its tickets. Figures cannot be opened to list the tickets behind them.

• Automatic AI tags and views. The helpdesk does not tag tickets the AI Agent touched. If you want a view of them, have your skills tell Haylee to add a tag, and build a view on that tag; see Views.

For rules, macros, flows and other automation, see the Automation report.