Assist Agent Insights

Assist Insights is a new feature within the Solve Insights dashboard that gives you detailed analytics on how Assist AI is being used in your support operations. Located under the Conversations section of Solve Insights, the new Assist tab displays powerful metrics to help you understand the impact and adoption of Assist AI across your team.

Just like other Conversation Insight pages, you’ll see:

• Aggregate metrics at the top of the page, summarizing key performance indicators.
• A ticket table that can be clicked to view all messages in each ticket. Note that there can be more than one conversation per ticket. A conversation is any series of messages from a single agent on a ticket. If two agents respond to the same ticket, each response is a separate conversation.

Customer Benefits

• See which workflows and agents are leveraging Assist AI the most.
• Track how often Assist AI responses are used.
• Measure the adoption and impact of Assist AI on your team's productivity and customer experience.
• Drill down to specific conversations for granular review and coaching.

Metrics Definitions

• Generated Reply - Generated
  • Number of conversations where at least one AI response was generated. If multiple replies were generated within the same conversation, it is still counted as one.

• Generated Reply - Used
  • Number of conversations where the replies generated by the AI was used by the agent; triggered when the agent clicks the copy to clipboard button or add to reply button.

• Generated Reply - Unused
  • Number of conversations where the generated reply was not used (defined above) at all. 

• Interacted with AI - Yes
  • Number of conversations where an agent actively engaged through the widget on the right by either sent a message or proactively interacted with the Assist Workflow. If multiple actions were taken within the same conversation—such as clicking a button or typing a question—it is still counted as one.

• Interacted with AI - No
  • Number of conversations where an agent did not engage with the widget on the right.

• Agent quick feedback - Thumbs up
  • Number of thumbs up clicked by agent when articles were returned. One conversation can have more than one thumbs up values so long as multiple articles were returned in that conversation.

• Agent quick feedback - Thumbs down
  • Number of thumbs down clicked by agent when articles were returned. One conversation can have more than one thumbs up values so long as multiple articles were returned in that conversation.

Conversation Details

Clicking a ticket in the bottom table opens a drawer with the conversation details, including the ticket ID, conversation ID, and agent email.

Conversation tab: Displays only the incoming and outgoing messages that are visible to end users.

Assist tab: Shows everything in the Conversation tab, plus any interactions between the agent and Assist Agent AI.