Overview of the AI Agent Performance Dashboard
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
- Deflection rate (conversations handled or abandoned by the AI without human escalation)
- 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.
Accessing the AI Agent Performance Dashboard
To open the AI Agent Performance Dashboard directly from the Reports module, do the following:
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Log in to your BoldDesk portal.
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Navigate to Reports Module > AI Agent Performance Dashboard. The page contains two tabs—Performance Overview and Conversation Report.
1. Performance Overview
Use the Performance Overview tab for quick, visual insights and trend tracking.
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 (handled and abandoned conversations by the AI Agent). |
| 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). |
| 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 handling—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.
- The AI Agent Performance dashboard widget displays data only for chat conversations that are handled by the published AI Agent. Conversations not handled by the AI Agent will not be included in this widget.
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 handling type, brand, handling category, source, or channel.
It refers to the categorization and analysis of conversations handled by AI agents, based on specific attributes such as handling type, brand, handling category, source, or channel.
| Grouped by | Elements |
|---|---|
| Handling type | Human Agent Takeover, Transfer to Human Agents, AI Agent Handled |
| Handling Category | Escalated, Deflection |
| Brand | Your configured brands |
| 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 handling type, brand, handling category, source, or channel.
2. Conversation Report
Use the Conversation Report tab for a row‑level, tabular view of AI agent conversations, with filters and quick KPIs at the top. Learn more on Overview of AI Agent Report.
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.
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Log in to your BoldDesk portal.
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Navigate to Reports Module → AI Agent Performance Dashboard.
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Do one of the following:
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A. Save the current view immediately (top‑bar filters only)
Use the filters available in the dashboard header:-
Created On (date range)
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AI Agent
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Brand
Then click Save (top‑right). This opens the Save View dialog.
If you choose this option, skip to step 5.
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B. Apply advanced filters first (Filters panel)
Open the Filters panel and add conditions (up to 10 conditions), such as:-
Handling Category
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Handling Type
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Source Channel
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(For Option B) Click Save to open the Save View dialog.
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Enter a name for your view and choose an access scope:
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Private – Only visible to you.
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Any Agent – Visible to all agents.
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Group – Visible to selected groups.
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Click Save to finalize.
Your saved view will appear in the Views panel on the left side of the dashboard.
Additionally, you can:
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Set as Favorite – Pin frequently used views to the top for quick access.
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Set as Default – Automatically load a specific view when opening the dashboard.
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Edit or Delete Views – Modify filters or remove views that are no longer needed.
To access the AI Agent Performance Dashboard, an agent must have a role with the permissions to View AI Report.
Troubleshooting
“AI Agent Performance Dashboard” is not visible in Reports
- Confirm the agent role includes permission View AI Report.
- If permissions were changed recently, log out and log back in (to reload role permissions).
Widgets show no data
- Confirm the date range in Created On includes the period when conversations occurred.
- Confirm the selected Brand and AI Agent filters are not excluding results.
- Confirm conversations were handled by a published AI Agent. Draft AI Agents are excluded from widgets.
- Confirm the conversations were chat conversations handled by the published AI Agent; conversations not handled by an AI Agent are excluded from the dashboard widgets.
“Top 5 Escalated Agents” does not show an AI Agent you expect
- Confirm the AI Agent is published (draft AI Agents are not shown).
- Confirm there are escalated conversations for the selected date range and filters.
“AI Agent Statistics” list looks incomplete
- The dashboard lists only the top 100 AI Agent statistics records. Narrow filters (Brand, AI Agent, Handling Type/Category, Source Channel) to focus on the subset you need.
Cannot save a view for others
- When saving a view, confirm the access scope is set to Any Agent or Group (not Private).
Frequently Asked Questions (FAQs)
1) What does the AI Agent Performance Dashboard measure?
It reports AI Agent chat conversation volume, deflection, escalation to human agents, and estimated Human Hours Saved.
2) What is counted as “Deflection Rate”?
Deflection Rate measures conversations handled or abandoned by the AI Agent without escalation to a human agent.
3) What is counted as “Escalation Rate”?
Escalation Rate counts conversations transferred from the AI Agent to a human agent, including when a user selects Talk to Person or when a human agent takes over.
4) Why don’t draft AI Agents appear in dashboard widgets?
Dashboard widgets display published AI Agents only. Draft AI Agents are excluded.
5) Does the dashboard include conversations not handled by an AI Agent?
No. The widgets include only chat conversations handled by the published AI Agent. Conversations not handled by an AI Agent are excluded.
6) What is the difference between “Performance Overview” and “Conversation Report”?
- Performance Overview shows KPIs and visual widgets for trends and breakdowns.
- Conversation Report shows row-level conversation records in a table format.
7) How many conditions can be added in advanced filters?
Up to 10 conditions can be added in the Filters panel.
8) Who can access the AI Agent Performance Dashboard?
Agents must have a role permission to View AI Report.
