sparrowdesk-logo-transparent-1.png
Go to sparrowdesk.com
Home
SparrowDesk Overview
  • Overview of SparrowDesk
  • Feature Overview in SparrowDesk
  • SparrowDesk Glossary
Getting Started
  • Setting Up Account Details
  • Default Business Hours
  • Understanding and Creating Teams
  • Inviting Members to the Platform
  • Roles and Permissions
  • Single Sign-On
  • Brands in SparrowDesk
  • Getting Started FAQs
  • Use a custom domain for your support portal
Inbox
  • Understanding the Inbox in SparrowDesk
  • Managing Custom Views in Inbox
  • Live Chats in Inbox
  • Staying on Top of New Messages from Customers
  • Conversation Fields in SparrowDesk
  • Merging Conversations in SparrowDesk
  • Adding Watchers to a conversation
  • Round Robin assignment explained
  • Export Conversations as CSV
  • Bulk update fields
  • Forward a Conversation to an External Contact
  • Common Email Delivery Errors
Channels
  • Setting Up Email as a Support ChannelConnect your custom email address How do I send and receive emails via SMTP and IMAP ? How do I find my SMTP/IMAP server address and port number? Common Errors while Connecting through SMTP/IMAPHow to Prevent Emails From Going to Spam Email Signatures
  • Installing Chat Widget Chat Widget Installation on WordPressInstall the Chat Widget on ShopifyCustomising Chat WidgetEmbedding and Configuring the SparrowDesk Chat WidgetChat Widget SettingsWhy End Users Don’t Always See Their Chat HistoryTrack page visits in SparrowDesk
Contacts
  • Contacts in SparrowDesk
  • How to manage contact segments
  • Deleting and Blocking Contacts in SparrowDesk
  • Contact Fields in SparrowDesk
Reports
  • Conversation Report
  • Team Performance Report
  • Understanding the AI Agent Report in SparrowDesk
  • Viewing CSAT reports in SparrowDesk
  • Reports FAQ
  • Exporting Reports as PDF
Automation
  • Macros
  • Business Hours
  • Service-Level Agreements (SLAs)
  • Setting up CSAT (Customer Satisfaction) in SparrowDesk
Zoona AI
  • AI Suggested replies in your Inbox
  • AI-Generated Chat Subjects
  • Zoona AI Knowledge Improvements
  • Introduction to AI AgentAI Agent - Configure PersonaTraining your AI AgentZoona AI Agent CommandsAI Agent - Deploying on chatAI Agent - Deploying on EmailHow to Create a Command Zoona AI Agent - FAQUnderstanding AI resolutions in SparrowDesk
Workflows
  • Automate repetitive tasks through Workflows
  • How to Create a Workflow
  • Workflow Blocks Library
Help Centre
  • Write Knowledge Articles for your Help Centre and AI Agents
  • Setting Up and Customizing Your Help Center
  • Use a Custom Domain for Your Help Center
  • Make Your Help Centre Discoverable in Search results
  • Adding Google Tag Manager to your Help Center
  • Creating a Ticket Form Setting up Customer Portal
Billing
  • How does SparrowDesk pricing work?
  • What is Seat ?
  • Manage your Billing and Invoices
  • About Sales Tax
  • How to cancel your subscription
  • Frequently Asked Questions
  • AI Co-pilot and AI Resolution billing
  • SparrowDesk Startup Program
Apps and Integrations
  • Okta Single Sign on setup for SparrowDesk
  • Integrating HubSpot with SparrowDesk
  • Integrating SurveySparrow with SparrowDesk
  • Integrating SparrowDesk with Zapier
  • Connecting SparrowDesk with Attio
  • Connecting SparrowDesk with Linear
  • Integrating SparrowDesk with Jira
  • Connecting SparrowDesk for Gmail
  • Integrating SparrowDesk with Notion
  • Integrating SparrowDesk with Slack
  • Integrating SparrowDesk with Shopify
  • Connect WhatsApp to SparrowDesk

Understanding the AI Agent Report in SparrowDesk

Timer3 min read
VaishaliVaishali

The AI Agent Report helps you understand how your AI Agent contributes to customer conversations.
It shows how often the AI Agent engages with customers, how many conversations it resolves independently, and when conversations are handed over to human agents.

This report is designed to help you track AI adoption, measure automation impact, and improve AI performance over time.

Where to find the AI Agent Report

  1. Go to Reports

Image

  1. Select AI Agent

Image

By default, the report shows data for the last 30 days.
You can update the date range using the filter in the top-right corner.

Image

Overview metrics in the AI Agent Report

At the top of the report, you’ll see a summary of key AI performance metrics.

Image

These metrics provide a quick snapshot of how your AI Agent is contributing to customer support.

Conversations handled by AI

This metric shows the number of conversations where the AI Agent actively responded to a customer.

A conversation is counted as handled by AI when:

  • The AI Agent sends at least one response, and
  • The conversation is not bypassed or ignored

This includes both:

  • Conversations fully resolved by the AI Agent
  • Conversations later handed over to a human agent

Image

Resolution rate

The resolution rate represents the percentage of AI-handled conversations that were resolved without human involvement.

A conversation is considered resolved by the AI Agent when:

  • The AI Agent answers the customer using available knowledge, and
  • The conversation is closed without being assigned to a human agent

A higher resolution rate typically indicates:

  • Strong knowledge base coverage
  • Clear customer intent detection
  • Well-configured AI Agent rules

Handover rate

The handover rate shows the percentage of AI-handled conversations that were transferred to a human agent.

A handover may occur when:

  • The AI Agent is not confident in its response
  • The customer requests human assistance
  • The conversation meets predefined handover rules

This metric helps you identify where additional knowledge or rule tuning may be needed.

AI Agent involvement in conversations

This section visualizes how the AI Agent participates in conversations over time.

The graph compares:

  • Conversation volume- total incoming conversations
  • Handled by AI- conversations where the AI Agent responded

Use this view to:

  • Monitor AI engagement trends
  • Understand how AI scales with support volume
  • Measure the impact of knowledge base updates on AI usage

Improving AI Agent performance

To improve AI performance and increase resolution rates:

  • Add clear, structured articles to your knowledge base
  • Keep existing articles up to date
  • Cover common customer questions and issues
  • Review AI Agent confidence and handover rules periodically

The AI Agent Report helps you track how your AI Agent is being used across conversations and how effectively it resolves customer queries. Monitoring these metrics over time allows you to fine-tune knowledge coverage, adjust AI rules, and improve the overall support experience.

FAQ

  1. What counts as a conversation handled by the AI Agent?

A conversation is counted as handled by the AI Agent when the AI Agent sends at least one response to a customer. This includes conversations that are fully resolved by the AI Agent and conversations that are later handed over to a human agent.

  1. What does “resolved by AI” mean in this report?

A conversation is considered resolved by the AI Agent when the AI Agent answers the customer using available knowledge and the conversation is closed without being assigned to a human agent.

  1. Does a handover mean the AI Agent failed?

No. A handover simply means the conversation required human involvement. Handovers can occur due to low confidence, customer requests, or predefined handover rules.

  1. How can I improve the AI Agent’s resolution rate?

You can improve resolution rates by adding clear, structured knowledge base articles, keeping content up to date, covering common customer questions, and reviewing AI Agent confidence and handover rules.

  1. Does updating the knowledge base affect this report?

Yes. Changes to your knowledge base can directly impact how the AI Agent responds to customers and may influence resolution and handover rates shown in this report.


Powered By SparrowDesk

Table of ContentsOn this page