Analytics

minimum version for itsm 2026 2 to view the performance metrics and usage statistics for your agentic ai, open the configuration console and select ai configuration hub > analytics the analytics page provides a consolidated view of all ai agents’ performance it helps you monitor the following metrics total agentic ai interactions the total number of agentic ai conversations initiated by users each interaction is counted when a user starts a new conversation with an agentic ai agent the interaction ends when the conversation reaches a completion outcome such as knowledge article resolved, incident created, service request created, successful live agent transfer or certain termination conditions such as timeout or errors live agent transfer rate the percentage of agentic ai interactions that were successfully transferred to a live agent average time per ai agent interaction the average time users spend in an agentic ai conversation before it is completed or terminated percentage of incomplete interactions the percentage of ai agent conversations that did not finish successfully out of all total ai agent interactions such as user cancelled the session, an error occurred, the session timed out, or a ticket (incident or service request) failed to be created total incidents + sr's created using ai agents the total number of incidents and service requests successfully created through the ai agent total q\&a queries total number of questions submitted by users to the q\&a agent knowledge success rate the percentage of knowledge article interactions that successfully resolved the user's issue a successful interaction is recorded when a user confirms that a suggested knowledge article answered their query the time range filter allows users to specify the period for which analytics data is displayed metrics on the analytics page are updated based on the selected time range image of the analytics page