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 outcomes delivered 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.
  • You'll be charged per outcome, at €0.99 for each billable outcome. Find out more here.
  • 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.

02 AI automations Insights

To view your AI automations 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 AI Agent).
  • Chatbot
    • Total: Number of Chatbot conversations marked as resolved.
    • Resolved: Number of conversations confirmed as resolved by AI.
  • Billable outcomes
    • Chatbot: Number of resolved Chatbot conversations that are billable (confirmed resolved by AI and with no new message after 24 hours).
    • AI Agent: Number of AI Agent outcomes that are billable. An action is counted immediately once completed. A reply is counted 72 hours after the AI Agent replies, provided the ticket has not reopened.
    • Amount: Total cost of billable outcomes so far this month (calculated at €0.99 per outcome).
On the Chart, you can toggle between:
  • AI Automations: total automated messages sent
  • Chatbot Resolutions: tickets resolved by the Chatbot (after 24 hours)
  • AI Agent Outcomes: tickets where the AI Agent took action (counted immediately) or replied (counted 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 outcomes delivered, so you can evaluate the real return on your AI investment.

Further reading:

To read more about AI automation, click here.