AI Insights gives you a clear view of how the AI features are performing. With these dashboards, you can measure time saved using AI assist and track tickets resolved through AI automations, helping you understand the true impact of AI on your support operations.

In this guide, we will walk you through what each figure in the AI insights represents.

Before you start

  • AI assist is an eDesk add-on.
  • Automations is added to your subscription once you set up HandsFree or add a Chatbot. 
  • You’ll need to have permissions to view AI insights which is available to Admins and Team leads. 

01 AI assist Insights

To view your AI assist insights, go to: Insights > AI > AI assist.
Use the calendar in the top-right corner to set the date range, and use filters to view data by agent, channel, or ticket type.

Smart reply:

  • Total messages sent: Total number of replies sent from your Mailbox.
  • Generated: Total number of Smart reply suggestions generated.
  • Sent: Number of replies sent using Smart Reply.
  • Time saved: Time saved by using Smart Reply (based on messages sent via this feature).

Summaries: 

  • Tickets handled: Total tickets managed by agents.
  • Generated: Number of AI summaries created.
  • Time saved: Time saved through AI-generated summaries.
  • Added to ticket: Number of summaries added to tickets.

Composer: 

  • Total usage: Total uses of the Composer tool.
  • Expand: Times the Expand function was used.
  • Rephrase:  Times Rephrase was used.
  • More friendly: Times the More Friendly option was used.
  • More professional: Times the More Professional option was used.

02 AI automations Insights

To view your AI resolution Insights, go to: Insights > AI > AI automations.
Use the filters and date range controls at the top to customise your view.


The overview at the top shows you:

  • Automations: 
    • Total: Total number of automated conversations (Chatbot or HandsFree).
  • Chatbot
    • Total: Number of Chatbot conversations marked as resolved.
    • Resolved: Number of conversations confirmed as resolved by AI.
  • HandsFree
    • Total: Number of tickets where a HandsFree message was sent.
  • Billable resolutions
    • Chatbots: Number of resolved Chatbot conversations that are billable (confirmed resolved by AI and with no new message after 24 hours).
    • HandsFree: Number of resolved HandsFree tickets that are billable (confirmed resolved by AI and with no new message after 72 hours).
    • Amount: Total cost of billable resolutions so far this month (calculated at €0.99 per resolution).
On the Chart, you can toggle between:
  • AI Automations: total automated messages sent
  • Chatbot Resolutions: tickets resolved by the Chatbot (after 24 hours)
  • HandsFree Resolutions: tickets resolved by HandsFree (after 72 hours)
  • Or toggle between the three to view combined results
Finally, the Resolutions list:
  • Displays the latest 10 resolved tickets. 
  • Click Show 10 more to expand the list.
  • Click Report extract to be brought to reports page where you can generate a full AI resolution report.
AI Insights helps you track how AI Assist and AI Automation are supporting your team—measuring time saved and tickets resolved, so you can evaluate the real return on your AI investment.

Further reading:

To read more about AI automation, click here. 
For more on Smart reply, click here.
For more on HandsFree, see here.