AI Usage, Effectiveness and Engagement Reports

A set of four reports that surface some key metrics related to usage, effectiveness and engagement of AI Agents.

The four reports are:

• AI Agent Invocations by Month 
• Top AI Agents by Invocation Count (last 30 days)
• Top AI Agents by Engagement Rate (last 30 days)
• Engagement Breakdown by Month

These standard reports provide immediate visibility into AI adoption and effectiveness without requiring custom report development. Customers can track monthly trends, identify the most utilized and most engaging AI Agents, and monitor engagement patterns over time. This enables data driven decisions to optimize AI investments, improve agent performance, and maximize the business value of AI in service operations.

Steps to enable and configure

You don't need to do anything to enable this feature.

Tips and considerations

• If the Edit Page Layout option is not visible, contact the system administrator to obtain the required privileges.

• If RODS is enabled but does not appear as an available report data source, the global access flag for RODS based reports may not be enabled. Contact the system administrator to enable the flag.