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Insights Dashboard for AI Agents - Frequently asked questions

Discover answers to common questions about the Insights Dashboard for AI agents on Zendesk Messaging. Learn how to utilize its features effectively.

Frequently asked questions

What is the new Insights dashboard for AI agents on Zendesk Messaging?

The new Insights dashboard is a tool designed to enhance AI agent performance and customer experience by providing detailed insights. It offers a comprehensive view of resolved and unresolved topics, end-user interactions, and automated resolution…

How can I monitor my AI agent's performance using the Insights dashboard?

You can easily monitor and track your AI agent's performance with the Insights dashboard by reviewing key performance indicators (KPIs) such as automated resolution rates and agent transfers on a weekly basis. The dashboard provides a breakdown of…

What steps can I take to improve my AI agent's performance?

To improve your AI agent's performance, the Insights dashboard allows you to identify common topics where your AI agent struggles. By highlighting intents without answers, you can create tailored responses or generate AI replies for these intents,…

How can I review conversations between end-users and AI agents?

The Insights dashboard provides a drill-down into resolved and unresolved interactions between end-users and AI agents. This feature allows you to gain deeper insights into these interactions, helping you understand which topics need adjustment to…

Do I need to take any action to access the Insights dashboard?

No additional action is required to access the Insights Dashboard as it is available immediately. However, you should allow a few days for Automated Resolution rates and Conversation transcripts to populate. Note that access to intents requires an…

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