Zendesk AI Agent Analytics—Every Conversation, Zero Blind Spots
Track Zendesk bot deflection rates, hand-offs, and CSAT in real-time across Sunshine Conversations and Quiq. Complete chatbot analytics for Zendesk.
Unlock unlimited bot KPIs, AI contact reasons, and minute-level alerts with Qvasa Bot Analytics (Enterprise add-on).
Turn Zendesk chatbot black boxes into actionable insight
- Real-time deflection rate
- Live handoff tracking
- Fallback count & rate
- Avg. messages per session
Instant pulse on every Zendesk bot automation
See live hand-off %, deflection rate, fall-back count, and average message depth the moment a user hits send. 100% of Zendesk bot messages stream in in milliseconds.
- Auto-generated contact reasons
- Plain-English categorization
- Attach CSAT & DSAT workflows
- No manual training required
AI-tag every Zendesk bot conversation—no training required
Generative contact-reason tagging groups bot sessions into plain-English buckets like 'Password reset' or 'Pricing question.' Attach additional AI workflows (e.g., inferred CSAT + DSAT reason) in a click.
- Drag-and-drop widgets
- Deflection leaderboards
- Full transcript drill-in
- CSV & API export
Drag-and-drop Zendesk bot dashboards & drill-ins
Add horizontal bar charts, deflection leaderboards, or full interaction tables to any Zendesk dashboard. Click a bar to open the full bot transcript, then export to CSV for deeper analysis.
- Alert on any bot KPI
- Slack, email, or SMS
- Custom threshold rules
- Instant notifications
Zendesk bot alerts keep SLAs safe
Set a rule like Deflection < 60% and get alerts via Slack, email, or SMS within a minute when your Zendesk bot performance drops.
Zendesk AI Agent Analytics Features
| Without Add-on | Enterprise + AI Agent Analytics | |
|---|---|---|
| Features | N/A | Request a Demo |
| Real-time Sunshine Conversations ingest (<1 s) | Not included | Included |
| Deflection rate | Not included | Included |
| Handoff % to agents | Not included | Included |
| Fallback count & rate | Not included | Included |
| Avg. messages per session | Not included | Included |
| Generative contact reasons | Not included | Included |
| Attach extra AI workflows (CSAT, DSAT reason…) | Not included | Included |
| Drag-and-drop bot widgets | Not included | Included |
| Interaction table + transcript drill-in | Not included | Included |
| Filter by any attribute / AI label | Not included | Included |
| CSV & API export | Not included | Included |
| Alert on any bot KPI | Not included | Included |
| Min alert cadence | - | 1 min |
| Alert channels | - | Slack · Email · SMS |