Zendesk for Customer Service AI Agent Performance
View performance metrics, reliability data, and tool integrations for Zendesk for Customer Service.
Overall
Key Performance Metrics
Correct Escalation Rate
Category avg: 50%
Wrong Escalation Rate
Category avg: 50%
Avg Turns to Resolution
Category avg: 1.0
Safety Score
Category avg: 82
Response Accuracy
Category avg: 73%
Correct Escalation Rate
Category avg: 50%
Wrong Escalation Rate
Category avg: 50%
Avg Turns to Resolution
Category avg: 1.0
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Agent-to-Agent Comparison
Compare Zendesk for Customer Service against other leading AI customer service agents
Agent | Overall Score | Deflection Rate | Correct Escalation Rate | Wrong Escalation Rate | Avg Turns to Resolution |
|---|---|---|---|---|---|
 Example Agent ACurrent |
85.0 |
78.0 |
92.0 |
8.0 |
3.2 |
Example Agent B |
82.0 |
75.0 |
89.0 |
11.0 |
3.5 |
Example Agent C |
79.0 |
72.0 |
87.0 |
13.0 |
3.8 |
Category Average | 80.0 | 74.0 | 88.0 | 12.0 | 3.6 |
Performance Pillars
Measures how well the agent avoids harmful responses
Evaluates correctness of agent responses
Consistency and dependability of agent performance
Breadth and depth of agent knowledge coverage
Scenario Coverage & Outcomes
Comparing current agent performance vs. category average
Scenario | Resolved | Correct Escalation | Failed | Unsafe |
|---|---|---|---|---|
Billing Questions | 92% | 5% | 2% | 1% |
Account Management | 88% | 7% | 4% | 1% |
Technical Support |
75% |
12% | 10% | 3% |
Password Reset | 95% | 3% | 2% | 0% |
Refund Processing |
70% |
15% |
12% | 3% |
