Understanding how effectively your AI Agents handle customer queries is key to optimizing support operations, staffing, and cost. BoldDesk provides the AI Agent Performance Dashboard to measure how effectively AI Agents handle conversations, including conversations handled fully by AI (deflected) and conversations handed off to human agents (escalated).

This guide explains where to find the data, what each metric means, and how to calculate the percentage of AI‑handled queries using built‑in metrics or a simple formula.

Where to find the AI Agent metrics in BoldDesk

Navigation Paths

Reports → AI Agent Performance Dashboard

Apply Consistent Filters

Apply the same filter set when comparing metrics or calculating percentages:

• Date range (for example, Created on; last 90 days)

• Brand

• AI Agent (apply only what is needed for the analysis)

  
  
  

Key Metric definitions (as shown on the dashboard)

Two Ways to Get the Percentage of AI‑Handled Queries

Use BoldDesk’s Built‑In Metric

• AI‑Handled Percentage = Deflection Rate
• This is the simplest method and matches BoldDesk’s definition of “handled by AI (no human intervention).”

Calculate Manually (for transparency or custom reporting)

Use a manual calculation when a report needs explicit math or when a team uses adjusted internal definitions.

Formula (percentage):

AI-handled queries (%) = (Total AI-handled conversations ÷ Total conversations) × 100

Where

• Total Conversations Handled by AI = AI‑Resolved Conversations + AI‑Abandoned (no human handoff)
• Total Conversations = All conversations in the selected date range

Step‑by‑Step: Manual Calculation using Deflection Rate

1. Open Reports → AI Agent Performance Dashboard

2. Set filters (date range, brand)

3. You can use the advanced filters also to filter based on AI Agents

   • Handling type
   • Handling Category
   • Source channel

4. Compute AI‑Handled Count (if you have Deflection Rate only):
   AI‑Handled Count = Total Conversations × (Deflection Rate ÷ 100)

5. Compute the Percentage (if using raw counts):
   AI-handled (%) = (AI-handled count ÷ Total Conversations) × 100

Interpreting Deflection vs. Resolution

Edge Cases & Best Practices

Edge Cases

• Multi-turn handoffs: A conversation counted as deflected must have no human handoff at any point.
• Merged/duplicate conversations: Ensure reporting policy defines how merged conversations are counted.
• Test/bot noise: Exclude test traffic where possible to avoid skewed deflection and escalation rates.

Best Practices

• Align internally on definitions for “AI-abandoned,” “resolved,” and “handoff.”
• Segment results by channel where relevant (for example, chat widget vs messaging channels).
• Track trends weekly/monthly using the same filters and timezone.

Quick Reference (Formulas)

• AI‑Handled % (via dashboard) = Deflection Rate
• AI‑Handled % (manual) = (AI‑Resolved + AI‑Abandoned) ÷ Total Conversations × 100
• AI‑Handled Count = Total Conversations × (Deflection Rate ÷ 100)

Frequently Asked Questions (FAQs)

1. What is the difference between Deflection Rate and Escalation Rate?
   Deflection Rate: % of conversations handled entirely by AI with no human handoff (can include no-handoff conversations that did not resolve).
   Escalation Rate: % of conversations where AI handed off to a human agent at any point.

2. Which percentage should be reported as “AI-handled” in BoldDesk?
   Use Deflection Rate when “AI-handled” means no human intervention.

3. Where is the AI Agent Performance Dashboard?
   Reports → AI Agent Performance Dashboard

4. Can AI-handled percentages be calculated by brand?
   Yes. Apply Brand, AI Agent filters with a consistent date range.