Agent AI Analytics Overview (Beta)

Back to Analytics Overview The Overview section gives supervisors and administrators a date and channel-filtered view of how agents interact with the Agentic Copilot suggestions, search results, and conversation summaries. Use Overview to:

Monitor suggestion adoption rates.
Identify override patterns.
Measure summary generation performance.

Access Overview

Sign in to AI for Service.
Go to Agent AI > Analytics.
Select Agent AI > Overview.
Filter data based on the following table:

Filter	Description
Date range	Filters all metrics by the selected time period. Defaults to Today.
Channels	Filters data by channel—Chat, Voice, Email. Defaults to All Channels.

Session and suggestion metrics

The top of the Overview section shows four summary metrics for the selected date range. Each metric card includes a delta indicator (↑ or ↓) that compares the current period against the previous equivalent period.

Metric	Description
Agent AI Sessions	Total Agent AI widget sessions—My bot, search, and Agentic Copilot—across the selected time range.
Total Suggestions	Total Agentic Copilot suggestions shown to agents across all sessions.
Used Suggestions	Total suggestions used—copied or sent—across all sessions.
Suggestions Per Session	Average number of suggestions per session.

Agent AI suggestions acceptance rate

The Agent AI Suggestions Acceptance Rate section breaks down how agents interact with the Agentic Copilot content. It contains two sub-sections:

AI Suggestions: Displays the Agentic Copilot suggestion usage metric.
Search Results: Displays the search result usage metric.

AI suggestions

The AI Suggestions panel displays how agents handle the AI-generated suggestions. A bar chart compares the Copied, Sent, and Overridden values.

Metric	Description
Total Suggestions	Total AI-generated suggestions presented to agents.
Copied	Suggestions agents copied. Displays as a count and percentage of responses.
Sent	Suggestions agents sent directly to customers. Displays as a count and percentage of responses.
Overridden	The number of custom requests agents sent to the Agentic app when the AI suggestions didn’t meet their expectations. Displays as a count and percentage of responses.
Avg Time	Average time the system takes to generate each AI suggestion.

View All

Select View All to open the dialog lists per-conversation suggestion data in a table with the following columns:

Column	Description
Conversation ID	The unique identifier for the conversation.
Involved App	The Agentic App associated with the conversation.
Total Number of Suggestions	The total count of AI-generated suggestions presented to the agent during the conversation.
Copied	The number of suggestions the agent copied during the conversation.
Sent	The number of suggestions the agent sent directly to the customer.
Overridden	The number of times the agent sent a custom request instead of using the AI suggestion.
Date & Time	The date and time the conversation occurred.

Select a Conversation ID to view the Conversation Log. It shows the conversation summary, transcripts of customer-agent interactions, agent feedback on widget performance and AI suggestions, and conversation identifiers. For more details, see Conversation Log.

Search results

The Search Results panel displays how many search responses agents received, copied, and sent to customers from the Search tab. The panel contains two tabs: Agentic and Search AI. Both tabs display the following metrics:

Metric	Description
Total Results	Total search results displayed to agents.
Copied	Search results agents copied. Displays as a count and percentage of responses.
Sent	Search results agents sent to customers. Displays as a count and percentage of responses.

Agentic tab: Displays search result metrics for Agentic Copilot interactions.
Search AI tab: Displays search result metrics for Search AI interactions.

View All

Select View All to open a dialog that lists per-conversation search data in a table with the following columns:

Column	Description
Conversation ID	The unique identifier for the conversation.
Involved App	The Agentic app associated with the conversation.
Search Query	The query the agent submitted in the Search tab.
Search Result	The result the system returned for the query.
Source	The source of the search result, such as FAQ, Dialog Task, or Answers.
Actions Taken	The action the agent took on the result, such as Copy or Sent.
Feedback	The feedback the agent submitted on the search result.
Date & Time	The date and time the conversation occurred.

The Search AI tab doesn’t include the Involved App column.

Select a Conversation ID to view the Conversation Log. For more details, see Conversation Log.

Closing summaries

The Closing Summaries panel displays how agents handled AI-generated end-of-conversation summaries. A bar chart tracks Summaries Generated and Summaries Submitted over the selected date range.

Metric	Description
Summaries Generated	Total end-of-conversation summaries the Agent AI widget generated.
Summaries Submitted	Summaries agents submitted.
Avg. Summary Generation Time	Average time, in seconds, to generate a summary.

Mid-conversation summaries

The Mid Conversation Summaries panel displays metrics for intermittent summaries agents generate during active conversations. A bar chart tracks Total Summaries and Total Conversations over the selected time range.

Metric	Description
Total Summaries	Total intermittent summaries agents generated.
Total Conversations	Conversations in which agents generated at least one intermittent summary.
Avg. Summaries Generated Per Conversation	Average intermittent summaries agents generated per conversation.

​Access Overview

​Session and suggestion metrics

​Agent AI suggestions acceptance rate

​AI suggestions

​View All

​Search results

​View All

​Closing summaries

​Mid-conversation summaries

Access Overview

Session and suggestion metrics

Agent AI suggestions acceptance rate

AI suggestions

View All

Search results

View All

Closing summaries

Mid-conversation summaries