AI Agent report
Last Update: Nov 2024 • Est. Read Time: 2 MINAI Agents are designed to automate conversations and improve customer interactions. They efficiently handle tasks and make decisions with a human-like approach, leading to quicker solutions and more satisfied customers.
The AI Agent report helps you understand the quality of responses generated by AI Agents and view key metrics such as the number of conversations being handled by AI Agents and through which channels.
Who can access this feature? | |
User types | Managers can access reports. |
Learn more about AI Agents in this article.
In this article:
- Overview metrics
- Message Activity chart
- Conversations by channel chart
- Active AI Agents chart
- Conversation Activity chart
- Critic Count by grade chart
- Critic Grades over time chart
To access the AI Agent report, go to Reporting and then select AI Agent.
Overview metrics
The following metrics are an overview of AI Agent interactions.
The following metrics are available:
- The number of customers that interacted with an AI Agent.
- The total number of conversations in which an AI Agent was involved.
- The total number of messages that an AI Agent processed.
Message Activity chart
This chart shows the message activity by channel and the average time between an inbound message and the AI Agent’s reply to that message.
Conversations by channel chart
This chart shows the breakdown of conversations handled by an AI Agent.
Active AI Agents chart
This chart breaks down AI Agents by execution volume.
Note: An AI Agent can execute multiple times for a single event.
Conversation Activity chart
This chart shows the activity of AI Agent-related conversations by channel.
Critic Count by grade chart
This chart shows a breakdown of grades assigned to a response generated by an AI Agent before it's sent to the customer. Responses can receive a score from A (the best) to F (the worst). Responses scored lower than a C are returned to the original AI Agent with detailed feedback on improving them.
Critic Grades over time chart
This chart shows the grades the QA (Critic) Agent assigned to AI Agents' responses over time. Responses that receive a score lower than a C are returned to the original AI Agent with detailed feedback on improving them.