AI Agent Metrics

The AI agent has a dedicated analytics section separate from the main Reports area. Access it at Cove AI - [your app] - Analytics.

Where it lives

Unlike the conversation and agent reports, AI agent metrics are app-scoped and accessed through the Cove AI settings, not the main Reports nav. This is because the metrics are per-app (each app has its own bot settings and training data).

The four hero stats

Each stat shows the value for the selected period and a percentage change vs the previous period of the same length.

Daily activity chart

An area chart shows answered vs escalated conversations per day, with the deflection rate as a line. This helps you spot drops in deflection (the bot started struggling with something new) or cost spikes (unusual volume).

Suggest-mode trust funnel

If the bot is in Suggest mode, this section shows how your agents handled the bot’s drafts: accepted, edited, and rejected counts, and the overall acceptance rate.

When the acceptance rate reaches 80% or more across 20+ interactions, a nudge appears suggesting the bot is ready for Auto when offline mode.

Knowledge gaps

The knowledge gaps card loads separately (it runs a semantic clustering job that takes a moment). It shows recurring questions the bot escalated or answered poorly, grouped by topic, so you know what to document next.

See Knowledge gaps for a full walkthrough.

Role access

AI agent analytics require admin or owner access, the same as the main reports section.

Connection to the main reports

AI agent handled volume does not appear in the main Overview report’s conversation counts - bot interactions are tracked separately in bot_interactions rather than as agent messages. If you want to understand the full picture of support volume, look at Overview for human conversations and Cove AI analytics for bot activity.