AI Agent Statistics

Automation rate: The percentage of chat sessions where customers resolved their questions without requiring a transfer to Human Agent. This value is represented in two ways:

• Trendline: Shows the daily automation rate for the selected time period.
• Average: Shows the average automation rate for the selected time period. 

AI Agent-supported chats: The percentage of chat sessions where the AI Agent was involved in helping resolve customer inquiry. This value is represented in two ways:

• Trendline: Shows the daily AI Agent-supported chats for the selected time period.
• Average: Shows the average AI Agent-supported chats for the selected time period. 

Automation level summary:  A table displaying the break down of AI Agent usage organized in the following columns from left to right: 

• AI Agent only: The percentage of chats handled solely by the AI Agent.
• AI Agent & Human Agent: The percentage of chats handled by the combination of AI Agent and Human Agent. 
• Human Agent only: The percentage of chats handled solely by the agent. 
• AI Agent supported chats: The sum of the AI Agent only & AI Agent & Human Agent percentages.

Chat session overview:  A table displaying the break down of all chat sessions per day for the following metrics: 

• Chats: The total number of chats had for a specific day.
• AI Agent-supported: The total number of chats where the AI Agent assisted in the conversation for a specific day. 
• AI Agent only: The total number of chats where customers resolved their questions without requiring a transfer to agent for a specific day. 
• AI & Human Agent: The total number of chats handled by the combination of AI Agent and Human Agent for a specific day.  
• Human Agent Only: The total number of chats handled by the human agent alone for a specific day.