> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.bitbybit.studio/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Agent Analytics

> Reference for the AI Agent Analytics dashboard, covering response time, CSAT, resolution, and other operational metrics for your AI agent.

The **AI Agent Analytics** dashboard surfaces the operational quality of your AI agent: how quickly it responds, how often it resolves tickets on its own, how satisfied customers are, and the commerce impact of AI-driven conversations.

## Where to find it

* Open the **Analytics** entry in the main sidebar.
* Select the **AI Agent** tab from the apps row at the top of the Analytics page.
* Set the date range and (optionally) the channel filter at the top of the dashboard.

<Note>
  **AI Agent** is one of the analytics apps alongside bitLink, bitCRM, bitChat, bitLogin, and Commerce. The page is reached from the platform-wide Analytics surface, not from the AI Studio sidebar.
</Note>

## What's on the dashboard

The page is composed of an 8-card statistics grid followed by four chart sections:

* **Stat cards (2 rows × 4 cards)** — headline metrics with a period-over-period delta on each card.
* **AI Resolution** — pie chart breaking down conversations into **Resolved**, **Handed-off**, and **Takeover**.
* **Resolution rate by agent type** — bar chart comparing AI agent vs. human agent resolution rates.
* **Customer satisfaction** — semicircle chart of customer ratings, with a satisfied-percentage figure.
* **Intention** — distribution of detected customer intentions across the period.
* **Top AI Tags** — time-series of the most-generated AI tags.

### Stat cards inventory

| Row | Card                          | What it measures                                                                                  |
| --- | ----------------------------- | ------------------------------------------------------------------------------------------------- |
| 1   | **Ticket handled by AI**      | Total tickets where the AI agent was involved.                                                    |
| 1   | **AI Responses**              | Total replies sent by the AI agent (includes a *See details* link to the AI token usage history). |
| 1   | **First response time**       | Time between the customer's first message in a ticket and the AI agent's first reply.             |
| 1   | **Avg. response time**        | Average time between any customer message and the AI agent's next reply across the period.        |
| 2   | **Resolution rate**           | `(Tickets resolved by AI agent / Total tickets handled by AI) × 100`.                             |
| 2   | **Hand-off rate**             | `(Tickets handed off by AI / Total tickets handled by AI) × 100`.                                 |
| 2   | **Order conversion rate**     | `(Orders created by AI / Tickets with purchase intention) × 100`.                                 |
| 2   | **Order value created by AI** | Total value of draft orders the AI agent generated, in your workspace currency.                   |

Each stat card also shows a **period-over-period delta** beneath the value — for percentage and count cards this is a percentage change; for the response-time cards it is a duration (for example, `−12s`). The delta is an inline indicator on the card, not a separate card.

## Response time metrics

### First response time

The time between the customer's first message in a ticket and the AI agent's first reply.

* **Lower is better.** Use this card to spot regressions after a prompt or skill change — a sudden increase usually means the agent is taking longer to retrieve context or is blocked on tool calls.
* The delta beneath the value shows movement against the previous comparable window (for example, this week vs. last week). A downward arrow is an improvement; an upward arrow is a regression.

### Avg. response time

The average time between any customer message and the AI agent's next reply in the same ticket across the period.

* **Lower is better.** This complements **First response time** because it accounts for the entire conversation, not just the opening reply.
* Like First response time, the delta is shown beneath the value as a duration vs. the prior comparable window.

## Customer satisfaction (CSAT)

The **Customer satisfaction** section sits below the stat-card grid as its own card. It shows:

* A semicircle chart of the rating distribution (1–5 stars).
* A **satisfied %** figure — the share of ratings of 4 or 5 out of all ratings in the period. The backend returns this as `satisfiedPercentage`; the UI falls back to computing it client-side if the backend value is null.
* A **See details** link that opens the bitChat ticket performance breakdown filtered to `handler=ai_agent` for the same date range.

Only tickets where the customer submitted a rating contribute to CSAT. The set of tickets attributed to the AI agent for CSAT purposes is determined by the `handler=ai_agent` filter on the underlying ticket-performance endpoint.

<Note>
  **Needs verification (Brandon):** confirm the following behaviors so we can document them concretely instead of inferring from code:

  * Whether the "handler = ai\_agent" attribution counts tickets that the AI agent handed off to a human agent before the customer left a rating.
  * The comparison window used for the period-over-period delta on each card (rolling N days vs. matched calendar period).
  * Any minimum sample size below which CSAT is shown as empty rather than a low percentage.
</Note>

## Other metrics on the page

These sit below the stat-card grid and round out the same dashboard. They are mentioned here so the page maps cleanly to what you see in product; deeper guides for each can be added separately.

* **AI Resolution** — pie chart of ticket outcomes split into **Resolved** (AI closed the ticket), **Handed-off** (AI explicitly transferred to a human), and **Takeover** (a human intervened mid-ticket).
* **Resolution rate by agent type** — bar comparison of AI agent vs. human agent resolution percentages over the same period.
* **Intention** — distribution of detected customer intentions (for example, purchase, support, browsing).
* **Top AI Tags** — time-series view of the AI tags generated across the period, with totals and an average-per-day figure.

## Filtering by channel

The dashboard supports a channel filter at the top of the page. The default is your most-connected channel; switching to **All** removes the channel filter and aggregates across every connected channel.

## Related articles

* [Get started with AI Agent Studio](/ai-studio/getting-started-with-your-ai-agent)
* [Set up your AI agent in AI Studio](/ai-studio/how-to-setup-ai-agent-in-ai-studio)
* [Best practice to prompt your AI agent](/ai-studio/best-practice-to-prompt-your-ai-agent)
* [How to configure AI Tagging](/ai-studio/how-to-configure-ai-tagging)