Review AI Agent's performance in your Statistics

When you set up AI Agent to autonomously handle customer inquiries on Email and Chat, you can then use the AI Agent report to get full visibility into how AI Agent performs compared to the rest of your team.

Use the report to assess AI Agent’s performance in terms of First Response Time, CSAT, one-touch tickets and other key support metrics.
Identify trends in customer inquiries and the topics handled by AI Agent.
Keep track of your automated interactions with AI Agent

Requirements

You must have set up AI Agent for your store
Any role in Gorgias (Observer → Admin) may view the AI Agent report
Only Team Leads and Admins can download data

Open and filter data in the report

Open AI Agent report in your Statistics. Use the filters to adjust and change your view of the data.

Select Statistics from the main menu
Select AI Agent to open the report
Open the Date filter to adjust the report’s time frame

Choose a preset date range (for example, 7/30/60/90 days) or use the calendars to select a custom date range

From the Statistics menu in Gorgias, opening the AI Agent report and filtering the metrics by date range

Reviewing AI Agent’s performance

Use the Performance section of the AI Agent report to assess how AI Agent scores on key support metrics, including First Response Time, Tickets Replied, Messages Sent and Ticket Handle Time, plus more.

To see how AI Agent performs in comparison to your other agents, review your stats in the Agent Performance report.

To edit the metrics displayed in the chart, select Edit Columns. Use the checkboxes to select which metrics appear in the Performance chart. Drag each metric to change the order they appear. Select Save to update the chart for all users.

In your AI Agent report, reviewing the metrics in the Agent Performance selecting and using the Edit Columns button to change which metrics you want to see in the chart

Here’s a breakdown of each of the metrics for Performance:

Metric	Definition
Closed Tickets	The number of tickets that AI Agent resolved (closed) within the selected timeframe. Note: this metrics does not account for tickets that were reopened after being closed.
% of Closed Tickets	The percentage of total tickets assigned to and closed by AI Agent. Excludes unassigned closed tickets.
First Response Time	The median amount of time between a customer’s first message and AI Agent’s response — in other words, how long it took AI Agent to respond to a new ticket. This metric includes all tickets that received a first response from AI Agent during the selected timeframe, regardless of when the tickets were created. This metric excludes Rule-based responses.
Customer Satisfaction	The average CSAT score for tickets assigned to AI Agent for surveys sent within the selected timeframe. Learn more about CSAT surveys.
Tickets Replied	The total number of unique tickets where AI Agent sent a message within the selected timeframe.
Resolution Time	For tickets within the selected timeframe, the median time between the first customer message and the last time the ticket was closed. This represents how long customers wait to receive a complete resolution.
One Touch Tickets	The percentage of closed tickets assigned to AI Agent with exactly one public message or Rules-based message sent. This metric excludes internal notes.
Online Time	The total amount of time the agent has spent on Gorgias during the selected timeframe. This metrics is calculated by measuring the amount of time the agent has had Gorgias open in an active desktop browser tab. At the moment, we do not track Online Time for the Gorgias mobile app.
Messages Sent Per Hour	The number of messages sent by the agent divided by the number of online hours. This metric is not affected by the channel, integrations, or tags filter.
Tickets Replied Per Hour	The number of tickets replied by the agent divided by the number of online hours. This metrics is not affected by the channel, integrations, or tags filter.
Ticket Handle Time	The average amount of time AI Agent spent on tickets that were assigned to it and closed within the selected timeframe.

Reviewing ticket insights

The charts in the Ticket Insights section use the AI Intent and AI Agent Outcome ticket fields to help you understand what types of tickets AI Agent is handling, as well as the outcome of those tickets.

Use the dropdown menu to switch between reviewing ticket data for AI Intent or AI Agent Outcome
- AI Intent → tells you what AI Agent’s tickets are about (for example, questions about a customer’s account, orders, or product)
- AI Agent Outcome → tells you the outcome of AI Agent’s tickets (for example, handover, closed or snoozed, with or without a message)

You can review insights about your tickets in three different charts:

Top used values→ review the top 10 ticket intents or outcomes. With this chart you can see:
- the number of tickets labeled with each ticket field value
- the percentage % of total tickets labeled with each ticket field value
Trend → review how the top 10 ticket intents or outcomes have changed over the selected timeframe
- With this chart you can see whether specific ticket topics or outcomes have been consistent over time or concentrated on a particular date.
- The intent and outcome values are grouped according to the date the value was added to a ticket

In the AI Agent report, reviewing the Ticket Insights section to help you understand the types of tickets AI Agent is handling. Use the dropdown menu to switch between data ticket Intent data and Outcome data.

All used values→ review the number or % of tickets labeled with each intent or outcome value within the selected timeframe, broken down by day/week/hours (depending on the timeframe)
- Select a number or % in the chart to open an expanded view of the tickets labeled with a specific value
- Select any ticket in the expanded view to open the original conversation
- Select Download ticket data to download data about the tickets that AI Agent labeled with a specific intent or outcome in the ticket field (requires Team Lead or Admin permissions).

Using the All Used Vales section of the Ticket Insights chart to review the percentage of tickets that were labelled with a specific Intent or Outcome. Selecting the percentage to open and review tickets with a specific label.

Reviewing automated interactions

Use the Automated Tickets section of the report to understand how many tickets were automated by AI Agent over the selected period.

Tickets are considered automated when a customer solves their inquiry without human intervention using a Gorgias Automate feature. Learn more.

You can review insights about automated interactions in two different charts:

Automated interactions → the number of automated interactions from AI Agent during the selected timeframe, compared to the previous period
Automated interactions over time → the number of automated interactions during the selected timeframe, broken down by day/week/hour (depending on the timeframe).

In the AI Agent report, reviewing the metrics for Automated Interactions to understand how many tickets AI Agent has automated for you and the trends of automated tickets over time.

Downloading your data

You must be a Team Lead or Admin to download data

Select Download Data at the top of the report page to export your data to a spreadsheet.

The download contains 3 CSV files:

The first spreadsheet contains rows that compare your selected supported metrics for AI Agent versus the average for agents on your team (First Response Time, Messages Sent, Ticket Handle Time, etc).
The second spreadsheet plots in each column the number of tickets labeled with a ticket intent value within the selected timeframe
The third spreadsheet plots in each row the number of automated interactions by AI Agent per day/week/hour (depending on the timeframe)

Selecting the Download Data button in the top corner of the AI Agent report to export your data to a CSV spreadsheet