> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent AI Analytics Overview (Beta)

<Badge icon="arrow-left" color="gray">[Back to Analytics Overview](/ai-for-service/analytics/overview)</Badge>

The Overview section gives supervisors and administrators a date and channel-filtered view of how agents interact with the Agentic Copilot suggestions, search results, and conversation summaries.

Use Overview to:

* Monitor suggestion adoption rates.
* Identify override patterns.
* Measure summary generation performance.

## Access Overview

1. Sign in to **AI for Service**.
2. Go to **Agent AI** > **Analytics**.
3. Select **Agent AI** > **Overview**.
4. Filter data based on the following table:

| Filter | Description |
| - | - |
| Date range | Filters all metrics by the selected time period. Defaults to **Today**. |
| Channels | Filters data by channel—Chat, Voice, Email. Defaults to **All Channels**. |

<img src="https://mintcdn.com/koreai/JMQjTlNtWyf9H-gP/ai-for-service/analytics/contact-center/overview-and-feedback/agentai-analytics-overview.png?fit=max&auto=format&n=JMQjTlNtWyf9H-gP&q=85&s=fda83d8e3349b1869b78868935a6f827" alt="image" width="1913" height="1109" data-path="ai-for-service/analytics/contact-center/overview-and-feedback/agentai-analytics-overview.png" />

## Session and suggestion metrics

The top of the Overview section shows four summary metrics for the selected date range. Each metric card includes a delta indicator (↑ or ↓) that compares the current period against the previous equivalent period.

| Metric | Description |
| - | - |
| Agent AI Sessions | Total Agent AI widget sessions—My bot, search, and Agentic Copilot—across the selected time range. |
| Total Suggestions | Total Agentic Copilot suggestions shown to agents across all sessions. |
| Used Suggestions | Total suggestions used—copied or sent—across all sessions. |
| Suggestions Per Session | Average number of suggestions per session. |

## Agent AI suggestions acceptance rate

The **Agent AI Suggestions Acceptance Rate** section breaks down how agents interact with the Agentic Copilot content. It contains two sub-sections:

* **AI Suggestions**: Displays the Agentic Copilot suggestion usage metric.
* **Search Results**: Displays the search result usage metric.

### AI suggestions

The **AI Suggestions** panel displays how agents handle the AI-generated suggestions. A bar chart compares the Copied, Sent, and Overridden values.

| Metric | Description |
| - | - |
| Total Suggestions | Total AI-generated suggestions presented to agents. |
| Copied | Suggestions agents copied. Displays as a count and percentage of responses. |
| Sent | Suggestions agents sent directly to customers. Displays as a count and percentage of responses. |
| Overridden | The number of custom requests agents sent to the Agentic app when the AI suggestions didn't meet their expectations. Displays as a count and percentage of responses. |
| Avg Time | Average time the system takes to generate each AI suggestion. |

#### View All

Select **View All** to open a dialog that lists per-conversation suggestion data in a table with the following columns:

| Column | Description |
| - | - |
| Conversation ID | The unique identifier for the conversation. |
| Involved App | The Agentic App associated with the conversation. |
| Total Number of Suggestions | The total count of AI-generated suggestions presented to the agent during the conversation. |
| Copied | The number of suggestions the agent copied during the conversation. |
| Sent | The number of suggestions the agent sent directly to the customer. |
| Overridden | The number of times the agent sent a custom request instead of using the AI suggestion. |
| Date & Time | The date and time the conversation occurred. |

<img src="https://mintcdn.com/koreai/Sdb6cps4XX7WvauM/ai-for-service/analytics/contact-center/overview-and-feedback/overview-view-all-ai-suggestions.png?fit=max&auto=format&n=Sdb6cps4XX7WvauM&q=85&s=47fa630264ad31f32bb6aa244b19e014" alt="Overview-View-All" width="686" height="865" data-path="ai-for-service/analytics/contact-center/overview-and-feedback/overview-view-all-ai-suggestions.png" />

Select the **download** icon to export the **View All** data in CSV format. In the confirmation window, select **Proceed** to save the file to your device, or select **Cancel** to close the window without exporting.

Select a **Conversation ID** to view the Conversation Log. It shows the conversation summary, transcripts of customer-agent interactions, agent feedback on widget performance and AI suggestions, and conversation identifiers. For more details, see [Conversation Log](/ai-for-service/analytics/contact-center/agentai-conversation-logs#conversation-log).

### Search results

The **Search Results** panel displays how many search responses agents received, copied, and sent to customers from the **Search** tab. The panel contains two tabs: **Agentic** and **Search AI**. Both tabs display the following metrics:

| Metric | Description |
| - | - |
| Total Results | Total search results displayed to agents. |
| Copied | Search results agents copied. Displays as a count and percentage of responses. |
| Sent | Search results agents sent to customers. Displays as a count and percentage of responses. |

* **Agentic tab**: Displays search result metrics for Agentic Copilot interactions.
* **Search AI tab**: Displays search result metrics for Search AI interactions.

#### View All

Select **View All** to open a dialog that lists per-conversation search data in a table with the following columns:

| Column | Description |
| - | - |
| **Conversation ID** | The unique identifier for the conversation. |
| **Involved App** | The Agentic app associated with the conversation. |
| **Search Query** | The query the agent submitted in the Search tab. |
| **Search Result** | The result the system returned for the query. |
| **Source** | The source of the search result, such as FAQ, Dialog Task, or Answers. |
| **Actions Taken** | The action the agent took on the result, such as **Copy** or **Sent**. |
| **Feedback** | The feedback the agent submitted on the search result. |
| **Date & Time** | The date and time the conversation occurred. |

<Note> The Search AI tab doesn’t include the **Involved App** column. </Note>

Select the **download icon** to export the **View All** data in CSV format. In the confirmation window, select **Proceed** to save the file to your device, or select **Cancel** to close the window without exporting.

Select a **Conversation ID** to view the Conversation Log. For more details, see [Conversation Log](/ai-for-service/analytics/contact-center/agentai-conversation-logs#conversation-log).

### Closing summaries

The **Closing Summaries** panel displays how agents handled AI-generated end-of-conversation summaries. A bar chart tracks Summaries Generated and Summaries Submitted over the selected date range.

| Metric | Description |
| - | - |
| Summaries Generated | Total end-of-conversation summaries the Agent AI widget generated. |
| Summaries Submitted | Summaries agents submitted. |
| Avg. Summary Generation Time | Average time, in seconds, to generate a summary. |

### Mid-conversation summaries

The **Mid Conversation Summaries** panel displays metrics for intermittent summaries agents generate during active conversations. A bar chart tracks Total Summaries and Total Conversations over the selected time range.

| Metric | Description |
| - | - |
| Total Summaries | Total intermittent summaries agents generated. |
| Total Conversations | Conversations in which agents generated at least one intermittent summary. |
| Avg. Summaries Generated Per Conversation | Average intermittent summaries agents generated per conversation. |


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