> This page is for Omni Channel. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.hams.ai/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.hams.ai/_mcp/server. # AI agent reports > Read the AI agent report, see the CSAT of your AI agents, and find the cause of a bad answer. The AI agent report shows what your AI agents did in a period, and how the conversations ended. For each conversation cycle, with or without the AI agent, see the [conversation log](/omni-channel/reports/conversation-log). > **Note** > > The AI agent is off by default. Hams support turns on the **Workflows + Agent** feature for your account. Administrators and users with the **Manage reports** permission can open the report. ## Open the report #### Open Reports Click **Reports** in the sidebar. #### Open the tab Click the **AI Agent** tab. The report opens at `/app/accounts/{account_id}/reports/ai-agent`. #### Set the filters Select a date range. To see one AI agent, select it in the **AI Agents** filter. ![The AI agent report: the summary cards and the activity of the AI agents in the period.](/_fern-img/a148321a38c02a4dd935407ca6e665ff654bde12077f37a3eb95f744cd21568a.webp) ## Summary cards | Card | What it shows | | ---------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Conversations handled** | The conversations in which the AI agent had at least 1 run. Test messages in the playground do not count. | | **Messages sent** | The messages that the AI agent sent to customers. | | **Resolutions** | The conversations that the AI agent resolved with its **Resolve Conversation** tool. | | **Handoffs** | The conversations that the AI agent transferred to a human agent. A handoff can come from the **Handoff to Human** tool, from no AI credit, or from a closed reply window. | | **Resolution rate** | The percentage of the conversations that the AI agent handled that it resolved on its own. | | **Handoff rate** | The percentage of the conversations that the AI agent handled that it handed off to a human agent. | | **Tool calls** | The action tools that the AI agent called, for example tags, notes, assignment, and HTTP tools. The report does not count system tools and knowledge searches. | | **Avg turns / conversation** | The average number of model turns that the AI agent took in each conversation. | | **Knowledge lookups** | How many times the AI agent searched its knowledge. | | **Knowledge availability** | The percentage of knowledge searches that found relevant content. | The conversation, outcome, and tool values count only the activity after the start of AI agent telemetry. The report shows a note about this. ## Charts * **Activity over time**: the **Conversations handled**, the **Resolutions**, and the **Handoffs** of each day. * **Tool usage**: each action tool, with its **Calls** and its **Success rate**. * **Outcome breakdown**: the conversations that the AI agent resolved, handed off, or hit an error in: **Resolved**, **Handed off**, or **Error**. A conversation can appear under more than one outcome. ## Export the report Click **Export**. Then click **Export CSV**. The system downloads `hams_agent_report.csv`. The file has the period, the summary values, and the tool usage table. ## CSAT by AI agent The AI agent collects ratings with its **Collect CSAT** tool. These ratings show in **Reports** > **CSAT** with the other ratings. The AI agent shows as the assigned agent. To see the ratings of one AI agent, select it in the **AI Agents** filter. You can compare the ratings of an AI agent with the ratings of your human agents. In the CSV file of the CSAT report, the agent column shows the name of the AI agent. ![The CSAT report with the AI Agents filter: the summary cards and the ratings in the period.](/_fern-img/f404f1b4c4f3652d94bb78adeec454dc5962452d1d3b744f9136ccb0c8c8d520.webp) ## Find the cause of a bad answer #### Open the reply Open the conversation. Under the reply of the AI agent, click **Generated by AI**. The panel **How was this reply generated?** opens. #### Read the steps Read **Generation steps**, **Knowledge used**, and **Reasoning**. They show which tools ran and which documents and FAQs the AI agent used. #### Read the tool results To see what each tool returned, open the [conversation log](/omni-channel/reports/conversation-log). Click the row of the cycle. Then click the **Breakdown** tab. #### Fix the knowledge If the correct answer is not in the results, add it to the knowledge of the AI agent. You can also add it to the FAQ. #### Fix the instructions The correct answer can be in the results, but the AI agent said something different. In that case, change the instructions of the AI agent. #### Fix the tool A tool can run at the wrong time, or not run. In that case, change the **When to use** text of the tool. Only administrators see **Generated by AI**. See [Assistants](/omni-channel/ai-agent/assistants#see-how-a-reply-was-generated). The **Used in conversations** column on the **Documents** and **FAQ** tabs shows how often the AI agent uses each source and each FAQ. A source with a count of 0 can be a sign of a problem in the content. ## Related * [Conversation log](/omni-channel/reports/conversation-log) * [Post-chat analysis](/omni-channel/reports/post-chat-analysis) * [Assistants](/omni-channel/ai-agent/assistants) * [Knowledge and documents](/omni-channel/ai-agent/knowledge) * [FAQ and responses](/omni-channel/ai-agent/faq) * [Tools](/omni-channel/ai-agent/tools)