# Reporting on AI Automations > Both Kustomer AI for Zendesk and Kustomer AI automations track AI agent behavior Metrics gathered are intended to give users visibility into how agents operate Source: https://help.kustomer.com/en_us/reporting-on-ai-automations-S12ruA3Ybe Last updated: 2026-06-22T17:50:19.968Z Kustomer's AI automations track AI behavior with metrics that give users visibility into how agents operate, including: * Conversations they engage with. * Tools they use.  * Escalations they perform.  * Resolution rates.  This document discusses how to filter, share, and download AI Automations reporting within your org. It also breaks down metric definitions for each data point.  ### In this article * [Prerequisites](#prerequisites) * [Filtering reporting](#filtering) * [Sharing AI automation reporting](#sharing) * [Defining AI automation metrics](#defining) * [AI resolution rate](#ai-resolution-rate) * [Total AI resolutions](#total-ai-resolutions) * [Total AI resolutions aggregated by time](#total-ai-resolutions-aggregated-by-time) * [AI resolutions donut chart](#ai-resolutions-donut-chart) * [AI conversation engagement rate](#ai-conversation-engagement-rate) * [AI escalation rate](#ai-escalation-rate) * [AI conversation engagements](#ai-conversation-engagements) * [AI escalations](#ai-escalations) * [Automation performance summary](#automation-performance-summary) * [Agent performance summary](#agent-performance-summary) * [Procedure performance summary](#procedure-performance-summary) * [Tool performance summary](#tool-performance-summary) ### Prerequisites AI Automations must be deployed for 24-48 hours before metric data will appear for all datapoints.  ### Filtering reporting Filter reports to narrow data down to a specific timeframe, with a specific timezone.  To filter reports: 1. At the top left of the Automations reporting screen, click the date range field.  2. Manually select a date range from the calendar, or use the _Quick Date_ field to specify a time period. You can enter: 1. last 24 hours 2. last two days 3. last four weeks 4. last quarter, etc. 3. Click **Apply** to apply your filtered date range.  4. Optionally, change the timezone: 1. Next to the date range, select your timezone from the _Timezone_ dropdown.  2. Timezone is applied after it is selected.  ### Sharing AI Automation reporting You are able to share reports by downloading a shareable PDF file, or by directly linking to other users who have administrative permissions to access your Kustomer reporting for AI Automations.  To share AI Automation reporting, use any of these methods: 1. At the top right of the **Automations** reporting screen, click the **Export** icon. A drawer rolls out.  2. From the drawer, optionally select **Send Now.**  1. Enter a **Report Name**.  2. Enter the email address for each of your **Recipients**. Multiple email addresses must be separated with commas.  3. Enter an **Email message** to display in the body of your email.  4. Click **Preview Report** to open a preview of the generated report to be sent.  3. From the drawer, optionally select **Link**. A link to your report is copied to your clipboard, and is accessible by anyone who is an admin user from your org.  4. Or, click the **Download** icon to download a PDF report to share as needed.  ### Defining AI Automation metrics These metrics measure the ability of your AI Automation's ability to provide meaningful support to agents, including failure and error rate analysis.  #### AI Resolution Rate ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0812847012fba8508be57d8552c658f7.png) The percentage of inbound conversations that were solely handled by AI and are currently _done_, out of all conversations where an AI automation performed work. This metric helps you understand how many conversations are resolved entirely by AI.  #### Total AI Resolutions ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3c56ffc877a3038d1f8b3b824d3ae27f.png) The total number of inbound conversations that were solely handled by an AI automation and currently _done_. Inbound conversations that involved only an AI automation, are in Done status, and have more than 0 messages, grouped by channel within the selected date range.  #### Total AI Resolutions aggregated by time ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/41ab6851d52baa00690d9eeb81743883.png) The count of inbound conversations that were solely handled by an AI automation on each channel and are currently _done_. Note that multi-channel conversations are counted once for each included channel. Each bar represents the total conversations by day, with the line graph representing the AI's resolution rate for that day.  #### AI resolutions donut chart A chart displaying the total number of inbound conversations that were solely handled by an AI automation on each channel and are currently _done_. Multi-channel conversations will be counted once for each included channel.  #### AI conversation engagement rate ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/1707da2726f8bce29d34e3f0ebf54f75.png) The percentage of conversations where an AI automation performed work within the defined date range.  #### AI escalation rate ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/65657874e0eb10d2446ca288d433ff3b.png) The percentage of conversations where an AI automation sent the first message, then later transferred the conversation to a human agent.  #### AI conversation engagements ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/857a019d540f2b7a7180fab53e2dc305.png) The number of conversations where an AI automation performed work on each channel. Multi-channel conversations are counted once for each included channel.  #### AI escalations The percentage of conversations where an AI automation sent the first message, then later transferred the conversation to a human agent, broken down by channel. #### Automation performance summary A measure of automation performance, presented as a table, including these values: * Engagement rate - which measures the percentage of conversations where the AI automation performed work in the selected date range.  * AI resolution rate - which measures the percentage of inbound conversations that were solely handled by AI automations and are currently _done_ out of all conversations where an AI automation performed work.  * Escalation rate - which measures the percentage of conversations where an AI automation sent the first message, then later transferred the conversation to a human agent. * Error rate - which measures the percentage of conversations where the AI automation encountered an error and could not send a message to the user.  #### Agent performance summary ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/570d8e6a1a17351a687bfa420d8eb689.png) A measure of automation performance by agent, presented as a table, including these values: * Engagement rate - which measures the percentage of conversations where the AI automation performed work in the selected date range.  * AI resolution rate - which measures the percentage of inbound conversations that were solely handled by AI automations and are currently _done_ out of all conversations where an AI automation performed work.  * Escalation rate - which measures the percentage of conversations where an AI automation sent the first message, then later transferred the conversation to a human agent. * Error rate - which measures the percentage of conversations where the AI automation encountered an error and could not send a message to the user.  #### Procedure performance summary ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/2ffd2b62610ee409b521d8f19421695a.png) A summary of procedure performance, presented as a table listing: * AI Agent name - to determine the automation that called the procedure.  * Engagement rate - which measures conversations where the procedure was executed within the selected date range.  * Completion rate - which measures conversations where the procedure initialized and ran to full completion in the selected date range.  * Error rate - which measures the percentage of conversations where the procedure encountered an error and could not fully complete the work.  #### Tool performance summary A summary of tool performance, presented as a table listing: * Tools by name - to determine the tool that is called by automations.  * Engagement rate - which measures the percentage of conversations where the tool ran within the selected date range.  * Error rate - which measures the percentage of conversations where the tool encountered an error and could not fully complete work.