Overview of AI Usage Dashboard
The AI Usage Dashboard in BoldDesk provides a centralized view of how AI-powered capabilities are used across your support organization. It helps administrators and support managers monitor AI adoption, analyze usage trends, evaluate agent engagement, and understand how AI Assist and AI Automation features contribute to support operations.
The dashboard offers both high-level metrics and detailed request-level insights, enabling you to move seamlessly from summary analytics to individual AI request records.
Accessing the AI Usage Dashboard
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Sign in to your BoldDesk portal.
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Navigate to Reports > AI Usage Dashboard.
Understanding the Dashboard
The AI Usage Dashboard is organized into the following sections:
| Section | Purpose |
|---|---|
| AI Requests Summary | Provides a high-level overview of AI usage. |
| Top 5 AI Requests | Displays the most frequently used AI requests. |
| AI Requests | Displays request counts grouped by different dimensions. |
| AI Request Statistics | Shows agent-level AI usage metrics. |
| AI Requests by Category Group | Provides a detailed cross-tab analysis of AI requests by agent and category. |
1. AI Requests Summary
The dashboard begins with three KPI cards that provide a quick overview of AI activity within the selected date range.
| Metric | Description |
|---|---|
| Total Requests | Total number of AI requests generated during the selected period. |
| AI Assist Requests | Number of requests generated through AI Assist features. |
| AI Automation Requests | Number of requests generated through AI Automation features. |
These metrics update automatically whenever the date range or filters are changed.
Viewing Underlying Request Data
Each KPI card supports drill-down reporting.
To view detailed request records:
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Click a KPI card.
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A detailed report opens displaying the underlying requests.
The detailed report includes:
| Field | Description |
|---|---|
| Log ID | Unique identifier for the AI request. |
| AI Category | AI feature or automation used. |
| Source | Origin of the request. |
| Requested On | Date and time when the request was executed. |
Additional actions available in the detailed report:
- Export data
- Sort records
- Customize displayed columns
- Navigate through paginated results
- Display time-based fields in minutes format (where applicable)
This drill-down capability allows administrators to investigate individual AI interactions and perform usage audits.
Top 5 AI Requests
The Top 5 AI Requests widget highlights the most frequently used AI requests during the selected reporting period.
Grouping Options
Use the Group by dropdown to analyze data from different perspectives:
| Group By | Description |
|---|---|
| AI Category | Groups requests by AI feature or capability. |
| Agent | Groups requests by individual agents. |
Visualization Options
The widget supports multiple chart types, allowing users to choose the visualization that best fits their reporting needs.
| Visualization Type |
|---|
| Pie Chart |
| Doughnut Chart |
| Pyramid Chart |
| Funnel Chart |
| Grid View |
Additional Actions
- Maximize widget
- Change chart type dynamically
- Change grouping without reloading the dashboard
This widget is particularly useful for quickly identifying the most commonly used AI features or the agents generating the highest volume of requests.
AI Requests
The AI Requests widget displays request counts grouped by a selected dimension.
Available Grouping Options
| Group By | Description |
|---|---|
| AI Assist | Displays AI Assist feature usage. |
| AI Automation | Displays AI Automation feature usage. |
| Agent | Displays request counts by agent. |
These metrics update automatically whenever the date range or filters are changed.
AI Assist Examples
Depending on your configuration, AI Assist requests may include:
- KB Search Assist
- Ticket Assist
- Chat Assist
- Fix Grammar
- Summarize Ticket
- Generate Article
- Translate
- Additional AI assist features
AI Automation Examples
AI Automation requests may include:
- Sentiment Analysis
- Auto-Merge Tickets
- Thank-You Detector
- Additional AI automation features
Available Actions
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Change grouping
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Export data
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Maximize widget
This report helps identify which AI capabilities are being used most frequently throughout the organization.
AI Request Statistics
The AI Request Statistics widget provides an agent-level summary of AI usage across your organization. It helps administrators understand how AI Assist and AI Automation features are being used by individual agents.
Available Metrics
| Column | Description |
|---|---|
| Agent Name | Name of the agent. |
| AI Automation Requests | Number of AI Automation requests associated with the agent. |
| AI Assist Requests | Number of AI Assist requests submitted by the agent. |
| Total Requested | Total number of AI requests. |
This report helps administrators:
- Measure AI adoption across agents.
- Compare AI usage between team members.
- Identify training opportunities.
- Monitor engagement with AI-powered features.
The widget displays only the top 100 records. The comparison is done based on the overall count of AI requests.
Interactive Features
The widget includes several actions that make it easier to analyze and investigate data:
| Feature | Description |
|---|---|
| Underlying Data Drill-down | Click any request count value (for example, under AI Automation Requests, AI Assist Requests, or Total Requested) to view the underlying request records. |
| Export | Export the displayed data for reporting and offline analysis. |
| Search | Quickly locate specific agents within the report. |
| Maximize | Expand the widget into a larger view for easier analysis. |
| Pagination | Navigate through the available records using the paging controls at the bottom of the widget. |
AI Requests by Category Group
The AI Requests by Category Group widget provides the most detailed analysis available within the dashboard.
It displays a matrix-style report showing how frequently individual agents use specific AI capabilities.
Grouping Options
| Group By |
|---|
| AI Assist |
| AI Automation |
Available Actions
- Export data
- Search records
- Change grouping
- Maximize widget
This report is useful for understanding which agents are using specific AI capabilities and identifying adoption trends across teams.
Filtering Data
Below are the options you can use to narrow what appears in the AI Usage dashboard. The Date Range picker sets the reporting period for all widgets, and the Advanced Filter panel lets you add one or more conditions—using any available standard or custom fields—to drill down to the exact set of AI requests you want to analyze. The sections that follow explain how to apply each option.
Filter by Date Range
The date range filter applies globally across all dashboard widgets and reports.
Relative dates
The following are the predefined relative dates and custom date range.
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Today
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Yesterday
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This week
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Last week
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This month
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Last month
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Last 60 days
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Last 90 days
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This year
Custom Date Range
The flexible custom date range feature lets you filter agent and group performance chat data for any specific period within a maximum range of one year. This helps you focus on the exact timeframe needed to analyze performance and trends effectively.
Using Advanced Filter
Advanced filtering allows you to narrow dashboard results using multiple conditions.
To apply filters:
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Click the Filter icon.
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Add the required filter conditions.
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Click Apply.
Saving Views
After applying filters, you can save the dashboard configuration as a reusable view.
To Save a View
- Open the AI Usage Dashboard.
- Apply the required filters.
- Click Save.
- Enter a view name.
- Select an access level:
| Access Type | Description |
|---|---|
| Private | Visible only to you. |
| Any Agent | Available to all agents. |
| Group | Shared with selected groups. |
- Click Save.
Saved views can later be:
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Set as favorites
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Set as default views
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Edited
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Deleted
Permissions
To access the AI Usage Dashboard, agents must belong to a role that includes the View AI Report permission.
Without this permission, the dashboard will not be accessible.
Frequently Asked Questions
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What does the AI Usage Dashboard show?
The AI Usage Dashboard provides visibility into AI feature adoption, usage trends, request volumes, agent engagement, and AI-powered activities across your support operations. -
What metrics are available in the dashboard summary?
The dashboard displays:- Total Requests
- AI Assist Requests
- AI Automation Requests
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Can I see the individual requests behind a dashboard metric?
Yes. Clicking any KPI card opens a detailed report containing the underlying request records. -
How can I analyze AI usage by agent?
Use the Group By option available in the Top 5 AI Requests or AI Requests widgets and select Agent. -
Can dashboard reports be exported?
Yes. Export options are available in supported widgets and detailed drill-down reports.
