The AI Usage Dashboard in BoldDesk provides a centralized view of how AI-powered features are utilized across your support operations. It helps track usage trends and performance metrics across agents, categories, and category groups, enabling support managers to identify training needs and optimize workflows.

Accessing the AI Usage Dashboard

1. Log in to your BoldDesk portal.

2. Navigate to Reports Module > AI Usage Dashboard. The page contains two tabs—Usage Overview and Conversation Report.

   

1. Usage Overview

Use the Usage Overview tab for quick, visual insights and trend tracking.

AI Requests Statistics

This widget summarizes overall AI requests within the selected time frame. It shows totals across AI Copilot and AI Assist.

Top 5 AI Requests

This widget displays top 5 AI requests. This data can be grouped by Agents or AI Category.

AI Requests

This widget displays the count of requests for each item within the selected AI category group.
These are the available AI category groups:

• AI Copilot - KB Search Copilot, Ticket Copilot, Global Copilot, Admin Copilot and Chat Copilot.
• AI Assist - Rephrase, Correct Grammar, Review Response, Summarize, Translate, Ticket Title Generation, Elaborate, Ticket Form Auto Populate, Ticket Custom Prompt, KB SEO Attributes, Generate Article, Shorten, and Chat Conversation Summary.
• Agent — Groups requests by individual agents in BoldDesk and shows each agent’s AI request count for the selected period (with a Total row at the bottom).

AI Request Statistics Widget

This widget displays the number of AI Agent, AI Copilot and AI Assist requests submitted by individual agents.

AI Requests by Category Group Widget

This widget provides a detailed breakdown of the number of requests submitted by individual agents for each item within the selected AI category group.
These are the available AI category groups:

• AI Copilot - KB Search Copilot, Ticket Copilot, Global Copilot, Admin Copilot and Chat Copilot.
• AI Assist - Rephrase, Correct Grammar, Review Response, Summarize, Translate, Ticket Title Generation, Elaborate, Ticket Form Auto Populate, Ticket Custom Prompt, KB SEO Attributes, Generate Article, Shorten, and Chat Conversation Summary.

2. Conversation Report

Use the Conversation Report tab for a row‑level, tabular view of AI Copilot conversations, with filters and quick KPIs at the top. Learn more on Overview of AI Copilot Report.

How to Filter AI Request Statistics

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

You can filter the requests based on the time period by using either Relative dates or Custom range. The date range will be applicable globally for all widgets.

Relative dates

The following are the predefined relative dates and custom date range.

• Today

• Yesterday

• This week

• Last week

• This month

• Last month

• Last 60 days

• Last 90 days

• 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

The advanced filter option allows them to drill down data without any limitations on custom fields. Follow the steps below:

1. Click the Funnel icon at the top-right corner to open a filter panel.

2. Select the required fields in the condition section.

3. Click the Apply button to view the data. You can also save the filters as views using the Save option.

   

Saving Views

Once you’ve applied filters in the AI Usage Dashboard, you can save the configuration as a custom view for future access.

1. Log in to your BoldDesk portal.

2. Navigate to Reports Module → AI Usage Dashboard.

   

3. Do one of the following:

   • A. Save the current view immediately (top‑bar filters only)
     Use the filters available in the dashboard header:

     • Created On (date range)

     • AI Agent

     • Brand
       Then click Save (top‑right). This opens the Save View dialog.
       If you choose this option, skip to step 5.

       

   • B. Apply advanced filters first (Filters panel)
     Open the Filters panel and add conditions (up to 10 conditions), such as:

     • Handling Category

     • Handling Type

     • Source Channel

       

4. (For Option B) Click Save to open the Save View dialog.

   

5. Enter a name for your view and choose an access scope:

   • Private – Only visible to you.

   • Any Agent – Visible to all agents.

   • Group – Visible to selected groups.

     

6. Click Save to finalize.

   

Your saved view will appear in the Views panel on the left side of the dashboard.

Additionally, you can:

• Set as Favorite – Pin frequently used views to the top for quick access.
• Set as Default – Automatically load a specific view when opening the dashboard.
• Edit or Delete Views – Modify filters or remove views that are no longer needed.

Frequently Asked Questions (FAQs)

1) What is the AI Usage Dashboard as used in BoldDesk?
It centralizes how AI features are used in BoldDesk, tracking trends and performance across agents, categories, and category groups to guide training and workflow optimization.

2) How do I access the AI Usage Dashboard in BoldDesk?
Log in → Reports Module → AI Usage Dashboard. The page has two tabs: Usage Overview and Conversation Report.

3) What does “AI Requests Statistics” in the AI Usage Dashboard show?
Totals for the selected period: Total Requests, AI Copilot Requests, and AI Assist Requests.

4) How does the “AI Requests” widget within the AI Usage Dashboard group data?
Use Group by to view:

• AI Copilot (KB Search, Ticket, Global, Admin, Chat Copilot)
• AI Assist (Rephrase, Summarize, Translate, etc.)
• Agent (counts per individual agent, with a Total row)

5) What’s the difference between the Usage Overview and Conversation Report in AI Usage Dashboard?
Usage Overview provides visual summaries and trends; Conversation Report offers a row‑level, tabular view of AI Copilot conversations with filters and quick KPIs.

6) Do date filters apply to all widgets within the AI Usage Dashboard?
Yes. Choose Relative dates (e.g., Today, This week, Last 90 days) or a Custom range (up to one year). The selection is global across widgets.

7) Why don’t I see every agent in “AI Request Statistics” widget within the AI Usage Dashboard?
The widget displays only the top 100 records, ranked by overall AI request count.