Reporting on AI Agent EAP Conversations | Community
Skip to main content

Reporting on AI Agent EAP Conversations

  • September 5, 2025
  • 1 reply
  • 0 views
Raida

Hi Zendesk team,

 

I’ve enabled the AI Agents EAP as described in this article: Announcing an EAP for AI agent conversations as tickets in Support and Agent Workspace.

Could you let me know how I can create reporting for these conversations? Specifically, I’d like to track:

  • Which tickets were solved by the bot vs. not solved
  • How many escalated to Customer Support

Is there a recommended way to set this up in Explore, or should I be looking at tags/fields that the EAP applies to these conversations?
 

Thank you!

    1 reply

    W
    • Will14
    • September 8, 2025

    Hi Raida, 

     

    For our first release of this feature, we do not have the data in Explore, we are working on adding this in subsequent releases after GA.

     

    In the meantime, you can go to Admin Centre and view your resolutions which will provide you some insights on performance today. 

     

    We are also recommending customers can create specific views using the Support type so you can compare AI Agent tickets vs non AI Agent tickets. 

     

    We'll be looking for feedback soon on the types of reports and analytics customers would want to see on AI Agent tickets. 

     

    Thanks again for participating in the EAP and please keep the feedback coming!

     

    Will 

    Terms & ConditionsCookie settingsAccessibility statement