Freddy AI Agent is designed to enhance agent productivity by freeing up their time for high value work. With numerous Freddy AI Agent features available to use, tracking their overall usage and impact can become complex.


The introduction of Freddy AI Agent reporting aims to provide insights into the AI Agent's usage in your organisation and the impact of Freddy AI on your service desk metrics.


The Freddy AI Agent Overview curated report is accessible to users with the View, Edit, and Manage permissions for the report. However, by default, the report is accessible to all the account admins on your account.


Access the report

To access the Freddy AI Agent Overview report:


Go to Reporting > Analytics > Curated reports. Select Freddy AI Agent Overview. The report's Overview tab opens.



Overview tab

In the Overview tab of this curated report, you can review the following key metrics over a selected time period:

  • Ticket Deflection Rate and Ticket Deflection Trend

  • Total Active Users

  • Total Conversations and Conversation Trend

  • Employee Feedback on the conversations



Here are the definitions of the metrics mentioned above:


Metric

Definition

Ticket Deflection Rate

The percentage of queries or support requests resolved by Freddy AI Agent without human help, negative feedback, or employee creating a ticket.

Total Active Users

The number of users who have engaged in at least one conversation with Freddy AI Agent in the selected time period.

Total Conversations

A conversation is the total number of back-and-forth exchanges between an employee and Freddy AI Agent within the same context; excluding casual exchanges, such as greetings, acknowledgements, and so on.

Resolved Conversations

The total number of conversations where Freddy AI Agent successfully answered employee's query, deflecting issues without creating tickets.

Helpful Conversation

A conversation where the employee has either clicked thumbs-up or completed a Service Request form suggested by Freddy AI Agent, without creating a ticket.

Unhelpful Conversation

A conversation where the user has explicitly clicked thumbs-down, indicating that Freddy AI Agent was not helpful.


Drill down tab

In the Drill down tab, you can review the following key data metrics:

  • Conversation Trend based on the total number of conversations vs. resolved/converted to tickets/agent intervened/unanswered conversations

  • Top Resolved Topics by Freddy AI Agent

  • Top Unanswered Topics by Freddy AI Agent



Here are the definitions of the metrics mentioned above:


Metric

Definition

Total Conversations

A conversation is the total number of back-and-forth exchanges between an employee and Freddy AI Agent within the same context; excluding casual exchanges, such as greetings, acknowledgements, and so on.

Resolved Conversations

The total number of conversations where Freddy AI Agent successfully answered employee's query, deflecting issues without creating tickets.

Conversations Converted to Tickets

The total number of conversations that ended with ticket creation, either by the employee using the ‘Create a Ticket’ emoji, or by Freddy AI Agent when it's unable to resolve the query.

Agent Intervened Conversations

Conversations where a human agent stepped-in to resolve an employee's query.

Unanswered Conversations

Conversations where Freddy AI Agent was unable to answer either because it didn’t understand an employee's query or the knowledge sources lack sufficient information.

Topic

A topic is the main subject or focus of a conversation between the user and Freddy AI Agent.

Top Resolved Topics

Topics where Freddy AI Agent successfully answered employee queries, aiding ticket deflection.

Top Unanswered Topics

Topics where Freddy AI Agent could not answer employee queries due to insufficient information in the knowledge sources. This typically reflects the sum of Unknown and Unhelpful Conversations.


Additional features

  • Users can choose to drill down on the data by clicking the table icon in the widget.



The data is displayed in tabular format.



  • Users can choose to visualize the data based on other attributes, such as various time periods (by week, by month) using the Group By option.

        

            


  • Users can view more answered and unanswered topics using the Rank Order option.

        

            


Default filters

You can apply the following filters to view specific data in the widgets of any tab.


  • Date Range: Select the required date range from this dropdown, such as Today, This Week, Last 30 Days, Last Quarter, and so on. You can also set a custom date range using the Set Custom option.

  • Agent Groups: Search and select/deselect a specific agent group or multiple agent groups with this option.

  • Requester Groups: Search and select/deselect a specific requester group or multiple requester groups with this option.