Access Performance
- Sign in to AI for Service.
- Go to Agent AI > Analytics.
- Select Agent AI > Performance.
- 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. |
Session and suggestion metrics
The top of the Performance 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 across the selected time range. |
| Total Suggestions | Total Agentic Copilot suggestions shown to agents across all sessions. |
| Used Suggestions | Total suggestions agents used — copied or sent — across all sessions. |
| Suggestions Per Session | Average number of suggestions per session. |
Copilot Suggestion Acceptance Rate
This section displays two panels side by side: Agentic Responses and Avg. Summary Generation Time.Agentic Responses
The Agentic Responses panel displays a bar chart of the average AI response time (non-streaming) for the selected Agentic app. Use the dropdown list to switch between configured Agentic apps. Hover over a bar to view the exact value in seconds.| Element | Description |
|---|---|
| App dropdown list | Filters the chart by the selected Agentic app. |
| Avg. AI Response Time (Non-Streaming) | Average time the system takes to generate a non-streaming AI response for the selected app. |
Avg. Summary Generation Time
The Avg. Summary Generation Time panel displays a bar chart comparing the average generation time for Closing Summary and Mid-Conversation Summary across the selected date range. Hover over a bar to view the exact value in seconds.| Metric | Description |
|---|---|
| Closing Summary | Average time, in seconds, to generate an end-of-conversation summary. |
| Mid-Conversation Summary | Average time, in seconds, to generate a mid-conversation summary. |