How is my AI Agent doing - Agent Analytics

Last updated: October 10, 2025

To see how well your agent is handling issues go to the Analytics tab under an agent's settings page.

The following metrics are plotted by default for all agents:

  • Assign rate

  • Assist rate

  • Resolution rate

  • Escalation rate

  • Issues Assigned vs Not Assigned

  • Breakdown of Issues Assisted

  • Issues Escalated vs Resolved

  • Breakdown of Agent Escalations

  • Satisfaction Rate

  • CSAT Score Distribution

Use these metrics to set internal KPIs on AI Agent performance and work to achieve them by improving your knowledge base content, writing more runbooks, and tweaking your AI Agent configuration.

Assign Rate

This is the percentage of issues the AI agent has ever been assigned to. An issue that was reassigned will still be included in the number of issues assigned to the agent.

# Assigned Issues / # Total Issues

Assist Rate

This is the percentage of assigned issues the AI agent has assisted with. An agent assist is when it responds to an issue or runs a runbook. Any response visible to the customer is included.

# Assisted Issues / # Assigned Issues

Resolution Rate

This is the percentage of assisted issues the AI agent was able to resolve for the customer. Resolved means that the issue did not need any further assistance from a human agent. Customer issues where the customer did not respond for over 24 hours after the AI's response are also considered resolved.

# Resolved Issues / # Assisted Issues

Escalation Rate

This is the percentage of issues the AI agent needed to escalate to a human after assisting.

# Escalated Issues / # Assisted Issues

Issues Assigned vs Not Assigned

This shows the weekly count of issues that were ever assigned to this AI agent against issues that were never assigned to any AI agent. Issues that were only ever assigned to another AI agent are not included.

Breakdown of Issues Assisted

This shows the weekly count of issues that were assisted with by the AI agent broken down by how the AI agent assisted. By running a runbook, responding, both, or no assist. Only issues assigned to the AI agent are included in this view.

Issues Escalated vs Resolved

This shows the weekly count of issues that were escalated by the AI agent against the issues that were resolved by the AI agent. Issues can only be resolved OR escalated but not both. Escalated issues can be either reassigned or unassigned. Only issues that were assisted by the AI agent are included in this view.

Breakdown of Agent Escalations

This shows the weekly count of issues that were reassigned or unassigned by the AI agent and why they were escalated. This includes all issues that the AI agent was ever assigned to.

The types of escalation are as follows:

  • Customer Escalated - The customer explicitly requested a human agent

  • Agent Escalated - The AI Agent decided on its own to escalate to a human. This happens

  • Interrupted - A human agent specifically reassigned the issue to someone else or commented on an issue. Reassignment triggers are included as well.

  • Runbook Escalated - A runbook explicitly triggered a reassignment

  • Agent Error - The AI Agent encountered an error

  • Unknown - Issue was escalated prior to detailed tracking

Satisfaction Rate

This shows the percentage of CSAT scores that are a 4 or 5 attributed to the AI Agent

# CSAT Scores > 4 / # CSAT Responses

CSAT Score Distribution

This shows the distribution of CSAT scores attributed to the AI Agent.