Currently, the Automated Resolutions dashboard in Admin Center shows a "Conversations" metric that reflects the number of conversations resolved “by AI without human intervention”, based on Zendesk’s internal logic (e.g. final step reached, article clicked, AI-confirmed relevance after 72h of inactivity, etc.).
However, this metric is not available in Explore.
In Explore, I can only access:
- Number of transferred conversations (and so, calculate the number of untransferred conversations)
- Number of resolved feedback replies (i.e. when the user clicks “Yes, problem solved”)
But Zendesk’s actual logic for what counts as a “resolved conversation” includes other conditions, and there’s no way to replicate that in Explore, even with custom filters. This makes internal reporting unreliable and forces teams to rely on two disconnected dashboards.
Please make the “Automated Resolution - Conversations” metric available in Explore.
This is essential for performance tracking, reporting, and accountability when using AI bots in production.
Thanks for the detailed explanation of the gap between the Automated Resolutions dashboard and Explore reporting. You’re absolutely right—having the “Automated Resolution - Conversations” metric unavailable in Explore creates challenges for accurate and unified reporting. Being forced to reference two separate dashboards can definitely impact the reliability of performance tracking and accountability.
It makes perfect sense to request that this metric be integrated into Explore, so teams can have a single source of truth and better insights into AI bot performance.
Hopefully, the product team prioritizes this enhancement soon. Thanks for highlighting how important this is for production environments!