| Announced on | Rollout on |
| Mar 11, 2026 | Mar 26, 2026 |
We’re excited to launch the new AI Agents - Essential tab in the Zendesk AI: AI agents dashboard, your go-to resource for monitoring AI agent performance. This tab delivers valuable insights into conversation volumes, escalations, customer satisfaction, and content reference usage, helping you better understand and optimize your AI support experience.
This announcement includes the following topics:
What is changing?
We are introducing the AI agents - essential tab to the Zendesk AI: AI agents dashboard. This new tab provides key volume metrics on conversations, automated resolutions (ARs), escalations, and drop-offs over time. It also tracks customer satisfaction with AI agent answers and shows which content the AI agents reference when generating responses.
With these insights, you can assess your AI agents’ performance, identify trends, measure customer satisfaction with your AI agents, and understand the source content of your AI-generated answers.
To get started, see Analyzing activity for AI agents - Essential.
Why is Zendesk making this change?
You’ve told us you want clearer visibility into how AI agents perform and engage with customers. Until now, it’s been difficult to track conversations, escalations, customer satisfaction, and content usage in one place.
The AI agents - essential tab centralizes this data, providing actionable insights to help you optimize AI interactions, improve the customer experience, and make informed decisions about content management.
What do I need to do?
If you're using AI agents, you'll see the new dashboard tab in the AI agents dashboard. No action is required to enable it.
We recommend reviewing the tab regularly to monitor AI agent performance, customer satisfaction, and content effectiveness.
If the tab appears empty, ensure your AI agents are configured to generate data.
For feedback or questions about his release, visit our community forum or contact Zendesk Customer Support.