The AI Performance Report gives you a daily snapshot of how your AI Agent is performing across channels — how many conversations it handled, how many it resolved on its own, and how many it handed over to your team. Instead of manually tracking AI vs. human workload in spreadsheets, you get a ready-made report you can download, share with your team, or present to management.
What is the AI Performance Report?
Think of it as a scorecard for your AI Agent.
Every day, your AI Agent handles customer conversations — answering queries, resolving issues, filtering spam, and handing over complex cases to your support staff. But until now, there was no single place to see all of this in one view.
The AI Performance Report pulls together all the key numbers — tickets closed by AI, tickets handed to staff, response times, CSAT scores, and more — into a clean, channel-wise daily report. You can filter by staff member or team, choose a date range, and download it as a file you can share with anyone.
No more copy-pasting from multiple screens. No more building your own tracker.
Why should you use it?
Before this report existed, here's what you had to do:
Dig through the "All Conversations" report and try to filter out which tickets were handled by AI vs. staff.
There was no way to see how many tickets your AI Agent resolved on its own vs. how many it escalated to a human.
If your management asked "How is AI performing?", you'd have to refer to different Analytics dashboard tabs.
What you gain with this report:
One clear view of AI Agent performance, broken down by channel.
Handover visibility — finally see exactly how many tickets were escalated from AI to a human agent, and how many AI resolved without any human involvement.
Time savings — no manual data crunching. Generate, download, and share in minutes.
Management-ready numbers — clean enough to drop into a presentation or share with leadership.
How to access it
Log in to your BIK dashboard.
Click on Analytics in the left-side navigation menu.
Select Reports from the dropdown.
You'll see a list of report categories. Click on Helpdesk Reports.
Look for AI Performance Report in the list and click on it.
A modal will appear — select your date range, and choose the staff/team filter (All Staff, All Team, or specific staff members - optional).
Optionally, add email addresses of people who should receive the report.
Click Generate. You'll see a progress toaster. Once ready, you can download the report directly or find it in the Report History section.
Tip: You don't need to stay on the Reports page while the report generates. A toaster notification will pop up even if you navigate to another page.
How to read the report
The report is organised by channel (WhatsApp, Email, Instagram) with one row per metric and columns for each day in your selected date range.
Here's what each metric mean:
Metric | What it means |
Total Conversations Created | The total number of conversations that came in on that channel for the day — includes conversations handled by AI, bots, and human agents. |
AI Involved Conversations | Out of the total, how many conversations had your AI Agent involved at any point. |
Tickets AI Closed | Conversations that the AI Agent resolved completely on its own, without any human stepping in. This is your AI automation number. |
Tickets AI Handed Over to Staff | Conversations where the AI Agent couldn't resolve the issue and passed it to a human agent. This is your escalation/handover count. |
Tickets Staff Closed | Conversations that were eventually resolved by a human agent (after handover or direct assignment). |
Tickets Open with Staff | Tickets currently sitting with a human agent, not yet resolved. |
Tickets Open with AI | Tickets currently being handled by the AI Agent, not yet resolved or handed over. |
Tickets Waiting on Customer | Tickets where the last message was from your side (AI or agent) and you're waiting for the customer to respond. |
Spam Filtered Tickets | Conversations flagged and filtered out as spam by the AI. These don't count toward your active workload. |
Reopened Tickets | Tickets that were previously closed but the customer came back with a follow-up, so the ticket was reopened. |
AI FRT | The average time your AI Agent took to send the first reply to a customer. Lower is better. |
Staff FRT | The average time your human agents took to send the first reply. Compare this with AI FRT to see the speed difference. |
CSAT Positive, Neutral, Negative | Number of CSATs provided for conversations on that channel. |
Staff AHT | Average Handling Time for human agents — how long, on average, a human agent spent on a ticket from assignment to resolution. |
AI Agent AHT | Average Handling Time for the AI Agent — how long, on average, the AI took to handle a conversation from start to close or handover. |
SLA Breached | Number of tickets where your Service Level Agreement (response time or resolution time target) was not met. |
AI Agents | How many AI Agents or bots you have configured and active on that channel. |
Example scenario
You see that on a particular day, WhatsApp had 120 Total Conversations, of which 95 were AI Involved. Out of those, 60 were AI Closed and 35 were Handed Over to Staff.
This tells you that your AI Agent is resolving about 63% of AI-involved tickets on its own. If you notice the handover number creeping up over a few days, it might mean your AI Agent's knowledge base needs updating — customers are asking questions the AI can't answer yet.
FAQs
1. Where does the data in this report come from?
The report pulls data from your live BIK helpdesk — the same conversations and tickets you see in your Inbox. It's based on actual conversation events (messages sent, tickets created, handovers triggered, tickets closed).
2. How often does the report update?
The report shows daily data. Each column represents one day within your selected date range. You can generate a fresh report whenever you need the latest numbers.
3. Can I filter the report by a specific agent or team?
Yes. When generating the report, you can choose All Staff, All Team, or select specific staff members or teams from the filter.
4. Who can access this report?
Any staff member with access to the Analytics > Reports section in the BIK dashboard can generate and download this report. Check with your admin if you don't see the Reports section.
5. Why don't I see any data in my report?
A few things to check:
Make sure you've selected the correct date range — if there were no conversations on those days, the report will be empty.
Confirm that your AI Agent is active on the channel you're looking at. If no AI Agent is configured for, say, Email, that channel section will show zeros.
If the report is still loading, wait a moment — large date ranges with high volume may take longer to generate.
6. Can I download and share this report?
Yes. Once generated, you can download the report. You can also add email addresses during generation so the report is sent directly to those recipients.
7. Does this report cover all channels?
The report currently covers WhatsApp, Email, Messenger, Livechat and Instagram. Each channel gets its own section with the same set of metrics. Voice and WhatsApp Calling support is planned for a future phase.
For further assistance or to raise feature requests related to Customer Ticket Report, please contact [email protected].