English 
Spanish 
Portuguese (Brazil) The AI agent report lets you review the outcomes of conversations handled by AI and identify cases that need improvement. It is not the conversation summary usage report or a billing statement.
Choose the period
Open Reports > Inbox > AI agent summary and select the period you want to analyze. The period is used to query the report indicators and results list.
Understand the outcomes
| Outcome | Meaning |
|---|---|
| Resolved | The recorded outcome of AI assistance is resolved. |
| Escalated at the user's request | The user asked to continue with a human agent. |
| Escalated because the agent could not resolve it | The AI could not continue resolving the request. |
| No response / timeout | Assistance ended because no response arrived within the system's time limit. |
| Error | An error was recorded during the process. |
Percentages use the total number of outcomes in the selected period as the denominator. The resolution rate is resolved / total × 100. The escalation rate adds both escalation types and divides by the total. The timeout rate divides cases without a response by the total.
For example, 10 outcomes with 6 resolved, 2 escalated at the user's request, 1 because the agent could not resolve it and 1 timeout produce a 60% resolution rate, 30% escalation rate and 10% timeout rate. If there are no outcomes, there is not enough data to assess performance.
Investigate a conversation
Filter the table by outcome or sentiment and open a conversation to review what happened. These filters affect the conversation list; they do not automatically recalculate all the indicators above it. Keep the same period when comparing indicators for the same scope.
Topics, trends and escalation reasons help identify patterns. Review specific examples before requesting changes: an aggregate result does not explain its cause on its own. AI agent configuration is currently managed through support. Share references to the cases you want reviewed without including credentials or unnecessary data.
Avoid misinterpretations
An escalation can be appropriate, for example when a customer requests a human agent. Do not automatically treat every escalation as a failure. Also, do not assume that “resolved” in this report means a billable unit: apply the current commercial terms separately.
FROGED