AI Performance report

Once an AI agent is answering customers, the next question is always the same: how much of our support is it actually taking? Until now the answer was split across two places. The general reports counted every conversation, the AI agent pages counted what the AI did, and nothing put the two side by side.

The AI Performance report is now available in Herodesk.

Measured against real conversations

The report compares the AI agent’s work with your real support volume: conversations that a person or the AI actually replied to. Newsletters, notifications, spam and drafts stay out of it, so the share isn’t flattered or diluted by mail nobody needed to answer.

A conversation the AI handled still counts as AI-handled when it is later handed over to a colleague, so a handover doesn’t quietly erase the work the agent did first.

The numbers that matter, compared with last period

At the top you see the AI-handled rate, the deflection rate (conversations the AI resolved on its own) and the handover rate, along with the counts behind them. Each one is compared with the previous period, so you can tell at a glance whether things are moving the right way.

Below that, charts show how your real conversations were handled over time, the AI-handled share against the previous period, and the share per channel. A table breaks it down per topic: handled, resolved, resolution rate and handed over. That shows you where the agent is strong and where it needs more knowledge.

Filter down to what you want to know

Filter by date range, inbox, team, channel, AI agent and topic, and group the results by the period that suits you. When you filter by AI agent or topic, the share is still measured against all your answered conversations, so it reads as “this agent handled this much of our support”. The report can also be exported to CSV.

Where to find it

AI Performance is its own tab under Reports, linked from the AI agents section too. It is available to managers on accounts that use Herodesk AI agents, from Herodesk Plus. Read more on the AI Performance report feature page.