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Monitoring AI agent performance with the Insights dashboard



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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9 comments

Would like to see this available either in Explore or by non admins (but only the Insights, not rest of Bot)  as our learning team needs this information so they can make updates to our help center articles. 

8


Can you share if Explore can cater a customizable field that enables historical based reporting for the bot performance metrics apart from the 7-day performance?

4


Is the ‘bot responses’ pie chart viewable in explore? It would be good to have an easy to access way of seeing the unanswerable questions without having to manually read transcripts or review each intent

3


Why can we only report on this by week? Would love to be able to aggregate the data and also report on queries.

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I would like to be able to find the associated tickets for the unanswered conversations that were transferred to an agent. Currently the only information you give is the conversation ID and customer ID which I can't search for. What use is that? Can you please add the ticket ID?
 

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So is it possible to have this data customizable in the Explore section?

3


How to access this Bot Responses chart in Zendesk Explore?

2


Hi there. We are new to Messaging Bots and I'm trying to understand the numbers. There seems to be a contradiction I wonder if someone could help clarify. On the Insights Dashboard, it defines Active Users as ‘users who sent at least one message to the AI agent’; in this article it states ‘Total number of unique users who actively participated in the conversation, meaning they were sent messages or selected options presented by the bot.’

 

It is users who sent or received at least one message? (I think it makes more sense if the word “were” is removed from the article definition, but not sure if that's correct.)

 

Thanks! 

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We would also like to be able to report on this via Explore. Ticket deflection has been touted as one of the benefits of the AI agent conversation bots, but we can't see enough data. The Answer Bot Explore dashboard doesn't reflect this data, I'm not finding any pre-made reports, and the existing datasets either don't have the information or I'm missing something.

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