How to Monitor AI Agent Activity on the BoldDesk Home Page
The AI Agent view on the BoldDesk Home page provides a centralized summary of AI Agent activity and ticket-handling outcomes. Use this view to monitor AI actions, review performance outcomes, and open filtered ticket lists that require follow-up.
The view displays AI Agent data recorded during the last 30 days and contains the following sections:
- AI Actions: Displays counts of actions performed by AI Agents.
- AI Performance: Displays the outcome distribution of AI-handled tickets.
- Ticket Lists: Organizes tickets by AI activity and review requirement.
The metrics and ticket lists are based on AI Agent activity recorded during the last 30 days.
Open the AI Agent View
To review AI Agent activity and performance:
- Sign in to the BoldDesk Agent Portal.
- Select Home from the left navigation menu.
- Select AI Agent at the top of the Home page.
The page displays AI Actions, AI Performance, and the available AI-related ticket lists.
Understand AI Actions
The AI Actions section shows the number of actions performed by AI Agents during the last 30 days.
| Metric | Description |
|---|---|
| HITL - Approval | Displays the number of AI Agent executions that required human review. The total includes approved, rejected, and pending approval requests. Each request is counted once. |
| Auto Resolved | Displays the number of tickets resolved by an AI Agent without human review, approval, or response. |
| Replies Sent | Displays the number of customer-facing ticket replies generated and sent by AI Agents. Internal notes and agent-authored replies are not included. |
| Reopened | Displays the number of AI-handled tickets that were subsequently reopened or removed from AI handling. |
Understand AI Performance
The AI Performance section shows how AI-handled tickets are distributed across the following outcomes:
| Outcome | Description |
|---|---|
| Deflected | Tickets resolved by an AI Agent without human review, approval, or response. |
| Assisted | Tickets where an AI Agent supported a human agent during ticket handling, such as by generating drafts, summaries, suggestions, recommendations, or contextual information. |
| Escalated | Tickets that an AI Agent could not fully resolve and that required human intervention to continue handling. |
Pending and in-progress AI interactions are excluded from the AI Performance calculation until they receive a categorized outcome.
Understand Auto Resolved and Deflected
Although Auto Resolved and Deflected may appear similar, they are displayed in different sections for different reporting purposes.
| Metric | Purpose |
|---|---|
| Auto Resolved | An AI Actions metric that counts tickets automatically resolved by an AI Agent. |
| Deflected | An AI Performance outcome used to calculate the distribution and percentage of AI-handled ticket outcomes. |
Review AI-Related Ticket Lists
The lower section of the AI Agent view contains filtered ticket lists organized by AI activity.
| Tab | Description |
|---|---|
| HITL - Pending Approval | Displays tickets containing AI Agent actions that require human approval before they can proceed. |
| Drafts to Review | Displays tickets containing AI-generated drafts that require agent review before being sent to customers. |
| Auto Resolved | Displays tickets resolved by an AI Agent without human intervention. |
| Auto Replied | Displays tickets where an AI Agent generated and sent a customer-facing reply. |
| Reopened | Displays tickets that were handled by an AI Agent and later reopened or removed from AI handling. |
| Notes Added | Displays tickets where an AI Agent added notes for agent review or collaboration. |
Use the Ticket List Options
The available ticket-list options include:
| Option | Description |
|---|---|
| Search | Finds tickets using the ticket ID or subject. |
| Sort | Sorts the displayed records using an available column, such as the creation date. |
| Columns | Selects the columns displayed in the ticket list. |
| Ticket ID | Opens the ticket for reviewing conversations, AI activity, approvals, drafts, and ticket-handling details. |
Use Cases
Review Pending Approvals
Open HITL - Pending Approval to identify AI Agent actions waiting for human approval.
Review AI-Generated Drafts
Open Drafts to Review to validate, edit, and send AI-generated draft responses.
Monitor Automatically Resolved Tickets
Open Auto Resolved to review tickets resolved without human intervention.
Audit AI-Generated Replies
Open Auto Replied to review tickets where an AI Agent sent a customer-facing response.
Review Reopened Tickets
Open Reopened to identify tickets that required additional handling after AI Agent involvement.
Review Notes Added by AI Agents
Open Notes Added to locate tickets where an AI Agent added information for agent review or collaboration.
- The AI Agent view displays activity from the last 30 days.
- HITL - Approval includes approved, rejected, and pending approval requests.
- Each HITL approval request is counted once, regardless of its current approval status.
- AI Performance includes only Deflected, Assisted, and Escalated outcomes.
- Pending and in-progress AI interactions are excluded from the outcome percentages.
- Ticket-list tabs organize tickets according to the applicable AI activity.
- Ticket visibility continues to depend on the signed-in agent’s ticket-access permissions.
Troubleshooting
AI Performance Percentages Appear Lower Than Expected
Cause
Some AI interactions may still be pending or in progress. These interactions are not included in the AI Performance calculation.
Resolution
Confirm whether the affected interactions have been categorized as Deflected, Assisted, or Escalated.
The HITL - Approval Total Does Not Match One Approval Status
Cause
The HITL - Approval total includes approved, rejected, and pending approval requests.
Resolution
Review all HITL approval states when comparing the displayed count.
An Expected Ticket Does Not Appear in a Ticket List
Possible causes
- The ticket falls outside the last 30 days.
- The ticket is categorized under another tab.
- The signed-in agent does not have permission to access the ticket.
- The ticket is no longer associated with the applicable AI activity.
Resolution
Review the other ticket-list tabs, confirm the ticket date, and verify the signed-in agent’s ticket-access permissions.
Search Does Not Return the Expected Ticket
Resolution
Confirm that:
- The correct ticket ID or subject is entered.
- The required ticket-list tab is selected.
- The ticket falls within the last 30 days.
- The signed-in agent can access the ticket.
Frequently Asked Questions
-
Where can I review AI Agent activity and performance?
Open the Home page in the Agent Portal, and then select AI Agent. -
What reporting period is used in the AI Agent view?
The AI Agent view displays activity recorded during the last 30 days. -
What does HITL - Approval include?
It includes approved, rejected, and pending approval requests. Each request is counted once. -
Why are pending AI interactions excluded from AI Performance?
AI Performance includes only interactions that have received a Deflected, Assisted, or Escalated outcome. -
What is the difference between Auto Resolved and Deflected?
Auto Resolved is an AI Actions metric that counts automatically resolved tickets. Deflected is an AI Performance outcome used to calculate the distribution of AI-handled ticket outcomes. -
What should agents do with tickets under Drafts to Review?
Open the ticket, review the AI-generated draft, make the required changes, and send the final response to the customer. -
Why can I not find a ticket in the AI Agent view?
The ticket may be outside the last 30 days, listed under another tab, or unavailable because of the signed-in agent’s ticket-access permissions. -
Can I search the AI-related ticket lists?
Yes. Use the search option to find a ticket by its ticket ID or subject. -
Can I change the columns displayed in a ticket list?
Yes. Use Columns to select the information displayed in the current ticket list. -
Is the AI Agent view part of Reports and Dashboards?
No. This feature is available on the Agent Portal Home page by selecting AI Agent. It is separate from the Reports and Dashboards module.
