AI Agent Performance Dashboard: Track & Optimize Support
The AI Agent Performance Dashboard provides a comprehensive view of how AI agents assist your team and manage customer queries. It displays:
- Total conversations handled
- Conversations resolved by AI
- Conversations escalated to human agents
- Time saved for your team
These insights help track performance, identify improvement opportunities, and make support operations faster, smarter, and more efficient.
Plan Availability
The AI Agent Performance Dashboard is available only in Momentum and Enterprise plans.
Accessing the AI Agent Performance Dashboard
You can access the AI Agent Performance Dashboard in the following ways:
- Using AI Module
- Using Reports Module
Using AI Module
-
Log in to your BoldDesk portal.
-
Navigate to Artificial Intelligence Module > Performance > AI Agent Performance Dashboard.
Using Reports Module
- Log in to your BoldDesk portal.
- Navigate to Reports Module > AI Agent Performance Dashboard.
For accessing the AI Agent Performance Dashboard, an agent must have a role with either one of the below permissions enabled:
- AI > View Insights
- Reports > View AI Report
Overview Statistics Widget
The overview statistics widget provides the following metrics:
| Metrics | Description |
|---|---|
| Total Conversations | The total number of conversations initiated or created within the selected date range. |
| Deflection Rate | Measures the number of conversations successfully handled by the AI agent without requiring escalation to a human agent (resolved and abandoned conversations). |
| Escalation Rate | The number of conversations that were transferred from the AI agent to a human agent for further handling (either by the agent selecting “Talk to Person” or by the agent taking over). |
| Resolution Rate | Indicates the percentage and number of conversations that were successfully resolved by the AI agent, without requiring further follow-up or escalation. |
| Human Hours Saved | The total amount of time that would have been spent by human agents but was instead handled by the AI agent, effectively reducing manual workload. |
Top 5 Escalated Agents
Top 5 AI agents with the highest number of escalated conversations—i.e., conversations that were transferred from the AI agent to a human agent for resolution—and identifies AI agents that may be struggling with complex queries. This helps prioritize training or refinement for specific agents.
Only published AI Agents are displayed in the widget; drafted agents will not be shown.
Top 5 Conversation Breakdown
This widget showcases the five most active AI agents based on the volume of conversations they’ve handled. It provides a dual-layered view of performance—by agent and by brand.
Conversation Breakdown
Conversation breakdown and analysis of conversations handled by AI agents, based on specific attributes such as resolution type, brand, category, source, or channel.
It refers to the categorization and analysis of conversations handled by AI agents, based on specific attributes such as resolution type, brand, category, source, or channel.
| Grouped by | Elements |
|---|---|
| Resolution type | Confirmed resolution, transferred to agents, agent takeover, left before answer |
| Resolution Category | Resolved, escalated, abandoned |
| Brand | Your configured brands |
| Source | Select the source to view the sources of the conversations chat |
| Source Channel | Shows from which channel the conversation came: live chat, Line, Instagram, etc. |
You can also select the shape to view the data: pie chart, doughnut chart, pyramid chart, funnel chart, or grid view.
AI Agent Conversation by Time
Conversations created by AI agents over a specified time period (daily, weekly, monthly).
You can also select the shape to view the data: stacked column chart, stacked column bar chart, or line chart.
AI Agent Statistics
Only the top 100 AI agent statistics records are listed here. The statistics can be categorized based on specific attributes such as resolution type, brand, category, source, or source channel.
Saving Views
Once you’ve applied filters in the AI Agent Performance Dashboard, you can save the configuration as a custom view for future access.
- Navigate to the AI Agent Performance Dashboard.
- Apply your desired filters.
- Click Save to open the “Save View” dialog.
- 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.
- 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)
Q1: Who can access the AI Agent Performance Dashboard?
Agents with AI → View Insights or Reports → View AI Report permissions.
Q2: Which plans include this feature?
Available in Momentum and Enterprise plans only.
Q3: Can I customize dashboard views?
Yes, you can save, edit, and set default views for quick access.
Q4: What metrics are available in the dashboard?
Metrics include Total Conversations, Deflection Rate, Escalation Rate, Resolution Rate, and Human Hours Saved.
Q5: How can I identify underperforming AI agents?
Use the Top 5 Escalated Agents widget to find agents with the highest escalation rates.
Q6: Can I view data by brand?
Yes, the Conversation Breakdown widget allows filtering by brand.
