AI Analytics Dashboard
The AI Analytics dashboard gives you insight into how ZIA is performing across all your channels.
Key Metrics
- Auto-resolution rate — Percentage of tickets resolved by ZIA without human intervention
- Suggestion acceptance rate — How often agents accept ZIA's suggested replies
- Confidence scores — Average confidence level of ZIA's responses
- Escalation rate — How often ZIA escalates to human agents
- CSAT for AI-resolved tickets — Customer satisfaction for AI-handled conversations
- Average handling time — Time from query to resolution by ZIA
Improving Performance
Use the analytics data to improve ZIA's performance:
- Review tickets where ZIA had low confidence — add knowledge base articles for those topics
- Check tickets that were escalated — identify patterns and create training content
- Monitor CSAT scores — low scores may indicate response quality issues
- Compare AI vs. human performance to understand where AI adds the most value
💡 Tip: Check your AI analytics weekly and update your knowledge base based on the gaps you identify. Continuous improvement leads to higher resolution rates over time.