Review your overall automation performanceUpdated 2 hours ago

The AI Agent Overview report gives you a single, consolidated view of how automation is performing across your stores. It combines insights from AI Agent, flows, order management, and article recommendations — so you can see at a glance how much of your support is being automated, how much time and money it's saving, and how often shoppers are still being handed off to your team.

Use the Overview report when you want a high-level view of automation performance across all your features and stores. To dive deeper into how Support Agent and Shopping Assistant are each performing, use the dedicated AI Agent report.

In this article, you'll learn how to:

• Open the report
• Apply filters to focus on the data most relevant to you
• Review your key metrics
• Analyze trends with charts
• Compare performance across automation features
• Export your report

Open the report

The Overview report shows how your automation is performing through metric cards, charts, and a per-feature 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 Overview.

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. Use them to focus on a specific time period, channel, or store.

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.

Add a filter

The + Add filter button appears when there's a filter you haven't yet applied. Once both Channel and Store filters are in use, it disappears until either filter is cleared.

1. From the filter bar, click + Add filter.
2. Select Channel or Store.
3. Choose Is one of or Is not one of to set the logic. Use this to include or exclude stores or channels from the report.
4. Select the values you want to filter by.

Edit or remove a filter

• To change a filter, click the filter you want to edit and select a new value.
• To remove a filter, click the X icon next to it.

Removing the Channel or Store filters restores the + Add filter button.

Review your key metrics

The top of the report shows up to four key metric cards. By default, they surface the metrics that summarize your automation performance at a glance.

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.

Analyze trends with charts

Below the key metrics at the top of the page, the report 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 slice or 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 depend on the chart:

• Breakdown chart: Overall automation rate, Automated interactions, Time saved by agents, Cost saved.
• Trend chart: Automated interactions, Overall automation rate.

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 depend on the chart:

• Breakdown chart: Channel, Store, Feature.
• Trend chart: Channel, Store, Feature, Overall. Choose Overall to see the metric as a single trend line; choose any other dimension to see one line per value.

To change the dimension:

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

The Feature dimension breaks the data down by the automation features enabled on your account.

Compare performance by feature

The performance breakdown table at the bottom of the report compares your automation across features. By default, it shows one row per automation feature enabled on your account.

Use this table when you want to see, at a glance, which automation features are doing the most work and where each one is delivering value. You can also filter the table to a single feature for a more detailed look.

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 feature

The buttons at the top of the table let you narrow the view to one feature at a time. The available buttons depend on which automation features are enabled on your account:

• All features — one row per available automation feature
• Article recommendations — one row per article recommendation
• Flows — one row per flow you've configured
• Order management — one row per order management feature (Cancel order, Track order, Return orders, Report order issue)

When the list is long (for example, when you have many flows), 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.

Drill down into a row's sub-items

In the Order Management view, some rows have additional detail beneath them. Features like Return order and Report order issue contain multiple specific sub-items. A row with sub-items shows a small ↳ N items indicator next to its name.

Click a row with sub-items to open a side panel that breaks down the sub-items in more detail. For example, the panel for Report order issue lists the specific issues shoppers reported, the share of total issues each one accounts for, the number of tickets it created, and a comparison to the previous period.

Customize which metrics to show and reorder them

Both the key metrics section at the top of the report 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 feature filter you've selected.

Export your report

You can export the report's data to share or analyze outside of Gorgias. Two formats are available:

• PDF — a visual snapshot of the report as it currently appears. Useful for sharing with stakeholders who don't use Gorgias.
• CSV — a .zip file containing one CSV per section of the report (key metrics, performance breakdown for each feature view, and chart data). Useful for analysis in spreadsheets or data tools.

To export the full report:

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

The export reflects the filters and customizations currently 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 feature filter determines what's in the file. For example:

• All features selected → CSV with one row per feature
• Order Management selected → CSV with the Order Management features only
• Flows selected → CSV with all your Flows

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 automation features were active in your account.
• Channel — not every automation runs on every channel (for example, AI Agent doesn't respond to voice tickets, and flows aren't applicable to Instagram). The selected channel may also have had no automation activity in the selected period.
• Store — if you filter to a store with no AI Agent or automation activity, results will be empty.
• Feature filter (performance breakdown table) — switching the table to a feature that isn't enabled on your account shows the empty state.

Widen your date range, remove a filter, or switch to All features in the performance breakdown to see whether data appears elsewhere.