AI agents report
See how much your AI agents and the inbox copilot were used, what they cost, how confident they were, and why they handed conversations to a person.
The AI agents report shows, per agent and per day, every AI model call, its tokens and cost, how confident the answers were, and how often and why an agent handed over to a person.
Note: Every role except Billing Administrator can see this report.
Go to Analytics › AI agents. You can also reach it from the Analytics tab on the AI agents pages.
Calls made while testing an agent are never counted here.
Filter the report
- Pick a date in From and To.
- In Agent, choose Every agent and the copilot, The inbox copilot, or one agent.
- Click Apply.
The report opens on roughly the last 30 days. Days here are always counted on UTC days, whatever your organisation's day boundary is.
Totals
| Figure | What it means |
|---|---|
| Generations | AI model calls: each reply an agent drafted or sent, and each copilot suggestion. |
| Tokens in / Tokens out | The text sent to the AI model and the text it returned, measured in tokens. |
| Cost | What the calls cost, worked out from the price in force at each call. |
| Answer rate | Of the turns your agents handled, the share they answered themselves (with or without a caveat) rather than handing over. The copilot has no answer rate. |
| Handovers | Times an agent handed the conversation to a person. |
Under the totals, a line checks that every generation has exactly one outcome: Every generation is one outcome. If it shows a warning instead, contact support.
Confidence, handovers and outcomes
- Confidence: generations that had a confidence score, grouped into bands (0–20%, 20–40% and so on). Each band counts only its own generations.
- Handovers by reason:
- Confidence below the threshold
- The customer asked for a person
- An intent the agent may not answer
- A tool failed
- The AI budget ran out
- A policy rule
- Outcomes: what became of each generation, for example Answered, Answered with a caveat, Handed over, Suggested, Sent unchanged, Edited, then sent, Discarded, Completed, Tool refused, Send refused, Budget refused or Failed.
By day
The table has one row per day and agent: Day, Agent (click a name to open the agent; Copilot for the inbox copilot), Generations, Tokens (in / out), Cost, Answer rate and Handovers.
Related
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