Review your AI Agent performanceUpdated 18 minutes ago

The AI Agent report gives you a focused view of how AI Agent is performing across your stores. It covers both Support Agent — handling shopper questions end-to-end — and Shopping Assistant — helping shoppers discover products and complete purchases — so you can see how AI Agent is automating support, saving your team time, and driving sales.

Use the AI Agent report when you want a deep dive into AI Agent's per-role performance, intent breakdowns, and engagement features. For a higher-level view of automation across AI Agent and your other automation features (flows, order management, article recommendations), use the AI Agent Overview report.

In this article, you'll learn how to:

• Open the report
• View AI Agent's performance overall, or focus specifically on the Support Agent or Shopping Assistant role
• Apply filters to focus on the data most relevant to you
• Review your key metrics
• Drill down into the tickets behind a metric
• Analyze trends with charts
• Compare performance across channels, intents, and other dimensions
• Export your report

Open the report

The AI Agent report shows how AI Agent is performing through metric cards, charts, and a performance breakdown table. A filter bar at the top controls what data appears.

To open the report:

1. Click the dropdown menu in the top-left corner, then select  Analytics.
2. In the menu, locate AI & automation, then select AI Agent.

Focus on a specific role

The AI Agent report has three tabs at the top of the page, so you can view AI Agent's performance overall or focus on a specific role:

• All Agents — A combined view of AI Agent's performance across both Support Agent and Shopping Assistant. Use this tab when you want a snapshot of how AI Agent is performing overall.
• Support Agent — Support Agent's performance only. Use this tab to focus on support automation, deflection, response times, and the impact on your team.
• Shopping Assistant — Shopping Assistant's performance only. Use this tab to focus on shopper engagement, conversions, and sales impact.

Each tab shows the same structure — key metrics at the top, charts in the middle, and a performance breakdown table at the bottom. The metrics, chart dimensions, and table rows are scoped to the tab you're currently viewing.

To focus on a specific AI Agent role, click the tab name at the top of the report. Filters carry across tabs, so the date range, aggregation, channel, and store you set on one tab stay applied when you switch to another.

Apply filters

Filters narrow down the data shown across the entire report. Your key metrics, charts, and the performance breakdown table all update based on the filters you apply.

You can filter data with the following dimensions:

• Date — Set the time range for the report. Choose from preset ranges (Today, Last 7 days, Last 30 days, Last 60 days, Last 3 months, Last 6 months, Last year), or pick a custom range within a single calendar month. All metrics, charts, and tables reflect this range.
• Aggregation — Control how data is grouped on time-based charts. For example, set this to Day to see daily values, or Week to see weekly totals.
• Channel — Filter to include or exclude specific channels (chat, email, and others).
• Store — Filter to include or exclude one or more of your connected stores.

Date and Aggregation are always part of the filter bar. Channel and Store are optional and added through + Add filter. For details on each filter, see Filter data in reports and dashboards.

The filters you apply persist when you switch between tabs, so you can apply a date range and channel filter once and compare All Agents, Support Agent, and Shopping Assistant under the same conditions.

Review your key metrics

The top of each tab shows four key metric cards, side by side. The defaults vary by tab, surfacing the metrics most relevant to that role's performance.

For full definitions of every metric in the report, see the AI & automation metrics glossary.

Each card shows:

• The metric name with an   info icon. Hover over the icon for a definition.
• The current value for the selected date range.
• A comparison to the previous period. Hover over it to see the comparison range.
• A small trend line showing how the metric moved over the date range.

When you've enabled more metrics than fit on a single row, the additional cards appear in a second row that you can expand or collapse with the Show more / Show less toggle.

You can also customize which metrics appear here and reorder them. See Customize which metrics to show and reorder them.

Drill down into a metric

Some metrics on the AI Agent report can be drilled down to see the tickets behind the number. This helps you move from the headline figure into the specific cases driving it.

To open a drill-down:

1. Hover over the number. If it turns purple, you can drill down on it.
2. Click the number. A modal opens with the tickets that contributed to that metric.

Drill-downs are available from some metric cards. On the Shopping Assistant tab, they're also available from the Product recommendations column in the Top products recommended view of the performance breakdown table.

The drill-down shows:

• The metric name as the title.
• The total count of tickets below the title.
• A paginated table listing each ticket, with columns that adapt to the metric you're drilling into. Click any row to open the full ticket in your inbox.

The drill-down reflects the filters and date range you've applied to the report. Up to 100 of the most recent matching tickets appear in the modal.

To close the drill-down, click the X icon in the top-right corner or press Esc.

Analyze trends with charts

Below the key metrics, each tab shows two charts side by side that let you analyze your data from different angles:

• A breakdown chart — shows the current total of a metric, broken down by the dimension you choose. Each segment is labeled in the legend with its share of the total.
• A trend chart — shows the metric over time across your selected date range. If you choose a dimension other than Overall, each value gets its own line.

Each chart can be configured independently. That means you can compare two different angles of your data at once — for example, the breakdown of automated interactions by channel alongside automated interaction trends over time.

Hover over a segment of the breakdown chart or a point on the trend chart to see the exact value, the dimension it represents, and the date (where applicable).

Choose the metric for a chart

Each chart shows one metric at a time. The metrics available vary by tab:

• All Agents tab: AI Agent automation rate, Automated interactions, Conversion rate, Total sales, Time saved by agents.
• Support Agent tab: Automated interactions, Decrease in first response time, Time saved by agents, Cost saved.
• Shopping Assistant tab: Conversion rate, Automated interactions, Total sales, Revenue per interaction, Orders influenced.

A few metrics — Time saved by agents, Cost saved, and Orders influenced — appear only on the breakdown chart, not the trend chart.

To change the metric:

1. Click the chart title or the   down arrow next to it.
2. Select a metric from the dropdown.

The chart, headline value, and legend update to reflect the new metric.

Choose the dimension for a chart

The dimension determines how the metric is broken down. The dimensions available vary by tab:

• All Agents tab: Channel, Store.
• Support Agent tab: Channel, Store, Intent.
• Shopping Assistant tab: Channel, Store, Engagement type, Intent.

The trend chart adds an Overall option, which plots the metric as a single line across the entire data set.

To change the dimension:

1. Click the dimension button in the top-right of the chart (it shows the current dimension, for example Channel or Overall).
2. Select a new dimension.

The Engagement type dimension (Shopping Assistant only) breaks the data down by how shoppers interacted with AI Agent — for example, through the suggested product questions, the search bar, or the ask anything input.

Compare performance

The performance breakdown table at the bottom of each tab compares your AI Agent's performance across different dimensions. Use this table when you want to see — at a glance — where automation is doing the most work, which intents are driving the most volume, or which products are being recommended most often.

Each column header has an   info icon — hover over it to see the metric's definition. For full definitions of every metric, see the AI & automation metrics glossary.

Filter the table by dimension

The buttons at the top of the table let you narrow the view to one dimension at a time. The available dimensions depend on the tab you're viewing:

• All Agents: Channel, Intent.
• Support Agent: Channel, Intent.
• Shopping Assistant: Engagement feature, Channel, Top products recommended.

When the list is long (for example, when you filter by Intent or Top products recommended), the table is paginated. Use the controls at the bottom of the table to move between pages or change the number of rows per page.

Customize which metrics to show and reorder them

Both the key metrics section at the top of each tab and the performance breakdown table at the bottom let you choose which metrics to display and rearrange them in the order that matters most to you.

1. Click Edit metrics at the top-right of the section you want to customize.
2. In the side panel, use the toggles to show or hide each metric. Drag the handles on the left to reorder them.
3. Click Save.

For the performance breakdown table, both the columns and the available metrics in the panel adapt to the dimension you've selected.

Customizations apply to the tab you're currently viewing. The All Agents, Support Agent, and Shopping Assistant tabs each have their own metric selections — changes on one tab don't carry over to the others.

Export your report

You can export the report's data to share or analyze outside of Gorgias. Exports cover the tab you're viewing — to capture data from all three tabs, export each one individually.

Two formats are available:

• PDF — a visual snapshot of the current tab as it appears. Useful for sharing with stakeholders who don't use Gorgias.
• CSV — a .zip file containing separate CSVs for each section of the current tab: the key metric cards, each chart, and each view of the performance breakdown table (for example, Channel and Intent on the All Agents tab). Useful for analysis in spreadsheets or data tools.

To export the report:

1. From the top-right of the report, click Export.
2. Choose PDF or CSV.

The export reflects the filters and customizations you've applied.

Export only the performance breakdown

If you just want to export data from the performance breakdown table, click the download icon above the table. This exports a single CSV containing only the rows currently visible — so the active dimension filter (Channel, Intent, Engagement feature, or Top products recommended) determines what's in the file.

Use this when you want a quick export of the breakdown without pulling the rest of the report.

What to do when no data appears

If a chart, table, or section of the report shows No data found, with the message Try to adjust your report filters, your current filters returned no matching results. A few things to check:

• Date range — the date range may be too narrow, or it may fall before AI Agent was active in your account. AI Agent automated interaction data is available from August 1, 2024 onwards.
• Channel — AI Agent doesn't respond on every channel (for example, AI Agent doesn't handle voice tickets). The selected channel may also have had no AI Agent activity in the selected period.
• Store — if you filter to a store where AI Agent hasn't been active, results will be empty.
• Tab — the Shopping Assistant tab only shows data if Shopping Assistant is enabled on your account. If you don't have Shopping Assistant, switch to the All Agents or Support Agent tab.
• Dimension filter (performance breakdown table) — switching the table to a dimension with no matching data (for example, Top products recommended before any recommendations have been served) shows the empty state.

Widen your date range, remove a filter, or switch to a different tab to see whether data appears elsewhere.