The AI agent report shows how your AI agent performs.
Requirements
You need AI agent enabled on at least one inbox to see this report.
Opening the AI agent report
- Go to Reports in the sidebar
- Click AI agent
Performance metrics
- New tickets: Conversations created in the period that are still assigned to the AI agent or that it handed over. Conversations the AI agent left without a handover are not counted. That happens when a teammate replied first, when an auto-label unassigned it, or when no enabled guidance matched while Restrict AI responses to enabled guidances only is on.
- Resolved tickets: Conversations the AI resolved without human help.
- First response time: Median time from customer message to AI's first reply.
- Resolution time: Median time from first message to resolution for AI-resolved tickets.
Rate metrics
- Involvement rate: Percentage of all new tickets where the AI participated.
- Success rate: Percentage of AI-involved conversations that were resolved without human help.
- Handover rate: Percentage of AI conversations that were escalated to a human agent.
- Pending rate: Percentage of AI conversations that are still open (snoozed or waiting).
Guidance breakdown
Shows performance for each guidance rule:
- Tickets: Conversations that matched this guidance.
- Success rate: Resolved without handover.
- Handover rate: Needed human help.
- Pending rate: Still open.
High handover rate on specific guidance means it needs clearer instructions or more knowledge sources.
Performance by action
Shows how many times the AI agent ran each action and how often it completed (Times triggered and Success rate %). The list covers order and subscription actions, private notes, labels and assignment, and can include look-ups such as order searches. Only conversations still assigned to the AI agent are counted. Runs in conversations the AI agent has since left, for example after a handover, are left out.
To check a single custom action, go to AI agent → Actions, open the Custom actions tab and click Logs on its card. The top of the log shows the number of runs and the success rate for the selected time range, and every run is listed below.
Common questions
How is Success rate calculated?
Success rate = Resolved tickets ÷ Total AI-involved tickets. A ticket counts as AI-involved if the AI responded, handed it over, or resolved it.
Why might Involvement rate be higher than expected?
Involvement rate includes any ticket where the AI participated, even briefly. If AI sends an initial response before handing over, that ticket counts as AI-involved.