Zendesk Assistant
Measured in tickets and auto-resolutions. Copilot and autonomous handling are reported separately, alongside agent edit rates, CSAT and resolution time.
See the Zendesk AssistantAnalytics
See everything. Miss nothing.
Real-time analytics for your AI-powered support operation. Track costs, resolution rates, agent performance, and AI behavior — all in one dashboard.
By channel
One dashboard, two meters
The two channels report into the same views, but they do not count the same unit. Read each one against its own meter rather than adding them together.
Website Chatbot
Measured in conversations, charged once per conversation. Reporting covers answer confidence, handoffs to a person, and usage against the plan allowance.
See the Website ChatbotTotal Tickets
1,247
+12%
Avg Cost/Ticket
$0.14
-18%
Agent Mode
68%
+5%
Total Spend
$174
This month
Dashboards & Charts
Six interactive chart types powered by Recharts. Customizable timeframes (24h, 7d, 30d, 90d, custom) and configurable widget layouts.
Area Chart
Cost per Ticket Over Time
Daily trends showing avg cost per ticket. Area chart with hover tooltips for exact values by date.
Pie Chart
Mode Breakdown
Agent Mode vs Copilot split with ticket count, percentage, avg response time, and avg cost per mode.
Bar Chart
Token Usage by Type
Horizontal stacked bar showing input/output tokens and cost for generate, translate, rewrite, refine.
Heatmap
Activity Heatmap
7-day × 24-hour grid with intensity coloring. See when your support operation is busiest at a glance.
Bar + Donut
Agent Usage Breakdown
Top users by tickets processed. Bar chart + donut showing ticket distribution across your team.
Percentiles
Resolution Time Percentiles
P50/P95/P99 response times by operation type. Identify bottlenecks in your support workflow.
Knowledge Gap Detection
RAUM automatically scans for topics where AI had low confidence or no procedures matched. Topics are clustered by normalized subject keywords, with ticket counts, example ticket IDs, and suggested article titles — so you know exactly what's missing from your knowledge base.
Low-confidence tickets
Clustered by topic
No-procedure matches
Auto-detected patterns
Suggested articles
AI-generated titles
CSAT & Resolution Tracking
Track customer satisfaction scores, good/bad ratings, resolution times, and reopening rates. Every ticket outcome is captured automatically via Zendesk webhooks.
CSAT Score
% good ratings over time
Resolved Count
Auto + human resolutions
Avg Resolution Time
Hours from open to solved
Reopening Rate
% tickets reopened after solve