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AurionAI

AI dashboard

2 min readBy Emmanuel Yazbeck

The AI Dashboard page shows how well the automatic AI works on your conversations. It follows each conversation from classification to routing to resolution. Use it to decide whether to change a threshold.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • At least one AI feature is on. Otherwise the page shows no data.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the AI category.
  3. Select AI Dashboard.

The page title is AI Automation Dashboard.

The AI Automation Dashboard on the Pipeline Funnel tab.

Choose the period

  1. Select 7 days, 30 days or 90 days. The page opens on 30 days.
  2. To load the latest numbers, select Refresh.

Read the tabs

  • Pipeline Funnel: how many conversations were Classified, Routed and Auto-Resolved, and the Resolution Rate.
  • Classification: the results in each confidence zone (Auto-Applied, Suggested, Silent) and the Agent overrides.
  • Routing: Total Routed, First-Assignment Accuracy, Overflow Used and Avg Time to Route.
  • Resolution: Attempts, Auto-Resolved, Suggestions Sent and Avg Confidence, with the drafts that agents sent or dismissed.

Each feature tab has a Configure link to the settings of that feature.

Use the numbers

  • Many agent overrides in classification: raise the auto-apply threshold, or improve the category descriptions. Read Auto-classification.
  • Many routed conversations reassigned by agents: check the order and the teams of your rules. Read Smart routing.
  • Many suggestions dismissed or many skipped conversations: check the skip reasons in the audit log. Read Auto-resolution.

Result

The page shows data for the period you chose, up to the moment you loaded or refreshed it. A threshold change affects only conversations after the change, so compare periods that start after it.

If something goes wrong

  • Failed to load metrics. Select Refresh. If the error stays, reload the page.
  • The page shows No data. No conversation reached this step in the period. Check that the feature is on and that the channel is on the AI Coverage page.

Still stuck? Submit a request or .