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 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.
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:
- 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.
To access the AI Agent Performance Dashboard, an agent must have a role with the permissions to View AI Report.
Frequently Asked Questions (FAQs)
1) What is the AI Agent Performance Dashboard in BoldDesk?
A high-level reporting view that shows how AI agents handle customer conversations, including total conversations, escalations to human agents, and estimated human hours saved.
2) How do I access the AI Agent Performance Dashboard in BoldDesk?
Go to Reports Module > AI Agent Performance Dashboard. The page has two tabs: Performance Overview (KPIs and visual widgets) and Conversation Report (row-level, tabular records).
3) What does the Overview Statistics widget show within the AI Agent Performance Dashboard in BoldDesk?
Total Conversations, Deflection Rate, Escalation Rate, and Human Hours Saved for the selected date range.
4) What is the function of the “Top 5 Escalated Agents” widget in the AI Agent Performance Dashboard in BoldDesk?
It lists the AI agents with the most escalated conversations to human agents, helping you spot agents that may need training. Note: Only published AI agents appear.
5) How can I analyze conversations by agent, brand, or channel using the AI Agent Performance Dashboard in BoldDesk?
Use Conversation Breakdown and Top 5 Conversation Breakdown. You can group by handling type/category, brand, and source channel, and switch visualizations (e.g., pie, doughnut, pyramid, funnel, grid). Use AI Agent Conversation by Time for daily/weekly/monthly trends.
6) Can I save and manage custom views in the AI Agent Performance Dashboard in BoldDesk?
Yes. After applying filters, save the configuration as a view (Private, Any Agent, or Group). You can set a view as Favorite or Default, and edit or delete it later.
