Autonomous AI performance reports
Review autonomous AI outcomes, handoffs, customer satisfaction and deflection over time.
What it is
Autonomous AI Performance shows how autonomous AI conversations ended during a selected period. It includes resolution outcomes, escalation, spam, CSAT and Deflection. Separate views in Service Overview help you review AI activity for chat, email and voice.
Who uses it and why
- Supervisors monitor AI handling and identify conversations that need human follow-up.
- Administrators compare outcomes over time and check the effect of an Autopilot configuration.
Where to find it
Open Reports › AI › Autonomous AI Performance with the Reports role.
In Service Overview › Performance, the available AI views are Ai Autonomous, Email Autopilot and Voice Autopilot. Their availability depends on your website and account access.
How it works
- Select your website, Date From and Date To.
- Choose the grouping and any displayed scope filters. The historical table supports location groups, subsites, tags, ending sentiment, resolution status, interaction type and Feature.
- Select Apply Filters and compare the date rows with the total.
- Use a channel view in Service Overview for period comparisons. Where a metric is linked, open the matching conversations to investigate the result.
Read the main measures as follows:
- Resolved, Unresolved and Undetermined describe recorded AI resolution outcomes. Spam identifies conversations classified as spam.
- Escalated counts handoffs to a person, including relevant linked-ticket handoffs. It can overlap a resolution outcome.
- CSAT is the percentage of qualifying recorded survey results with a score of at least 4. When several answers are recorded for a conversation, their average determines whether it meets that threshold.
- Deflection divides conversations resolved by AI without human handoff by all resolved conversations in the selection.
Configure it
Set your period and filters in the report. Feature lets you select Autopilot configurations and includes their historical versions, so earlier activity remains available when a feature changes.
Manage the underlying AI behaviour through Settings › AI › Features with the Settings or Developer role. Reporting reads the recorded outcomes; changing a report filter does not change how Autopilot handles visitors.
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open Autonomous AI Performance in the reporting workspace. |
Limits and good to know
- Hourly grouping is available for ranges up to seven days. Longer ranges automatically use daily grouping.
- Deflection measures resolved conversations. It is not the percentage of all incoming demand avoided.
- Do not add escalation to the resolution counts to reconstruct a total.
- A zero CSAT result can reflect a lack of qualifying survey answers. Check survey participation before interpreting it.
- Align dates, filters and data availability when comparing the historical table with a channel dashboard.
Depends on and works with
+3 more · this feature uses
- Report selection and filtersRequires
The historical table uses the reporting workspace and its filters.
- Service Overview performance comparisonsEnhances
Service Overview adds period comparisons for the available Autopilot channels.
- Visitor survey questions and scoresConfigured by
Survey question types and scores determine the feedback available for autonomous CSAT calculations.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Roles control reporting and service-overview access.
- AI feature settings and change historyConfigured by
Autopilot feature selection includes the historical versions that handled conversations.
- Autopilot for live chatEnhances
Live conversation Autopilot supplies autonomous handling activity.
- Autopilot handover and error handlingEnhances
Handoffs and recovery affect escalation outcomes.
- Email Autopilot for ticketsEnhances
Email Autopilot has a separate channel performance view.
- Voice Autopilot call handlingEnhances
Voice Autopilot has a separate channel performance view.
- AI resolution and first-contact metricsConfigured by
AI metrics instructions and outcome rules determine the resolution classifications used in autonomous performance reports.
- Sentiment and emotionEnhances
Ending sentiment can narrow the historical table.
- Report selection and filtersRequires
The historical table uses the reporting workspace and its filters.
- Service Overview performance comparisonsEnhances
Service Overview adds period comparisons for the available Autopilot channels.
- Visitor survey questions and scoresConfigured by
Survey question types and scores determine the feedback available for autonomous CSAT calculations.
Used by
- AI resolution and first-contact metricsRelated
Autonomous AI Performance reports the recorded resolution outcomes.
- Service Overview performance comparisonsEnhances
Separate AI views analyse autonomous handling where enabled.
- Service Overview dashboardEnhances
Enabled AI performance views add autonomous and Autopilot measures.
FAQ and troubleshooting
Why has hourly grouping changed to daily?
The selected range exceeds seven days. Shorten it to use hourly rows.
Why is deflection higher than the resolved percentage?
They use different denominators. The resolved percentage uses total chats; deflection uses resolved chats.
Why do outcome columns not add up?
Escalation can overlap a recorded resolution outcome. Treat it as a separate handling measure.
Why is an older Autopilot version included?
The feature selection groups historical versions so that conversations handled by earlier versions remain part of the selected feature's history.