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.
- To learn more, click 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.

Smart reply:
- Total messages sent: Total number of replies sent from your Mailbox.
- Sent: Number of replies sent using Smart Reply.
- Time saved: Time saved by using Smart Reply (based on messages sent via this feature).
- Generated: Total number of Smart reply suggestions generated..
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).
- 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
- 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.
Further reading:
To read more about AI automation, click here.For more on Smart reply, click here.
For more on HandsFree, see here.