Overview of AI Usage Dashboard

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.

AI Requests Statistics

This widget summarizes overall AI requests received within the selected time frame. It includes the following key metrics:

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 Agent- Chat AI agent.
• 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.

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 Agent- Chat AI agent.
• 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.

How to Filter AI Request Statistics

Filter by Date

You can filter the requests based on the time period by using either Relative dates or Custom range. The data 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 As option.