The dashboard in the AI Control Center provides a compact overview of the performance of the AI agents in use.It combines basic quality metrics with detailed performance metrics allowing for a quick assessment of how reliable and efficient current automations are working.
This shows the operational effectiveness of automation:
Automatic processing
Indicates the number of tickets that were processed automatically, differentiated by with approval (L4) and completely autonomously (L5).
Degree of automation
Evaluates the extent to which tickets were supported overall by AI:
L0: No AI, except for identification/categorization
The table view lists the AI agents with active automation, in other words, those who process tickets with approval (L4) or fully autonomously (L5).For each of these AI agents, the following are displayed:
Processed: Number of tickets handled in the period
Waiting for approval: Cases currently pending manual approval
Automatically processed cases (L4+L5): The total successfully automatically completed tickets
Dark Processing Rate (L5): Proportion of cases that were closed without human intervention
Human Approval Rate (L4): Proportion of cases where an employee approved the AI suggestion
Error rate: The percentage of cases that needed to be corrected or withdrawn