You must have the Advanced AI add-on to use the dataset described in this
article.
Explore features a prebuilt dashboard that shows your agents’ use of the following generative AI features: summarize, expand, and make more friendly and make more formal. This dashboard helps you understand how much these AI features are being used by your support team and how their usage affects your team’s efficiency.
Tip: You can’t edit this dashboard directly, but if
you’re on a Professional plan or higher, you can create an editable copy of it.
This article contains the following topics:
Opening the Generative AI Agent Tools dashboard
The Generative AI Agent Tools dashboard is available in the Explore Dashboards library.
To access the Generative AI for agents dashboard
- In Explore, click the Dashboard icon (
) in the left sidebar. - From the list of dashboards, select Zendesk AI: Generative AI Agent Tools.
Understanding the reports
The Generative AI Agent Tools dashboard includes the following tabs:
- Agent engagement. Contains reports about agents’ use of expand, summarize, make more friendly, and make more formal. You can filter the reports by time, group, agent, and AI usage type.
-
Ticket metrics. Contains reports showing how first reply and resolution
times are affected by use of the AI features. You can filter the reports by
time, group, agent, and AI usage type.
To learn more about the available reports on each tab, see Analyzing your agents’ use of generative AI.