Plans and permissions:
- Add-on: AI agents, billed separately
- View workflow performance: Admin, Manager, or Team Lead role, or a custom role with Workflows set to Can create, edit, and delete workflows, Can test and view workflows, or Can view workflows
Use the Workflows page to see how your workflows are performing, find the ones that need attention, and see the effect of your changes without going through cases one by one. Each workflow’s Monitor tab shows the same measures for that workflow, along with the steps and data tools that cause the most handoffs and errors.
To open it, go to AI support > Workflows.
Navigating the Workflows page
| Item | What it’s for |
|---|---|
| Date range | The period the page shows. Use the arrows to move to the previous or next period, or select the dates to choose a range. |
| Channel filter | Narrows the page to email, chat, or voice. |
| Global workflow settings | The Zendesk sender and bot allowlist for automated replies. See Global workflow settings. |
| Manage test cases | Your library of test cases for bulk testing. See Workflow bulk testing. |
| Test | Tests which workflow a case would select. See Building workflows. |
| Create workflow | Starts a new workflow. |
| Performance cards | Your overall results for the period. See Workflow metrics. |
| Top changes in resolution rate | The workflows whose resolution rate changed most. |
| Chart | Your results over time. |
| Workflows table | Every workflow, with its activation and results. See Find and compare workflows. |
How the Workflows page works
- The date range and Channel filter apply to every card, chart, and the table.
- Each change is compared with the previous interval: the period of the same length just before the one you’re viewing.
- A case that triggered more than one workflow counts once for each of them in the table.
Workflow metrics
| Metric | What it means |
|---|---|
| Cases impacted | The number of unique cases that triggered a workflow during the period. |
| Resolution rate | The share of cases handled by workflows that were resolved during the period. In the table, the Resolution column counts fully automated cases only. |
| Handoff rate | The share of cases a workflow handed off to a support team member. |
| AI experience | The share of cases where the AI agent’s experience score was Good or Excellent. See AI experience scores and outcomes. |
| Error count | The number of cases where a workflow ran into an error. |
| Error rate | The share of cases where a workflow ran into an error. |
Each card also shows the change from the previous interval.
Spot changes and trends
Top changes in resolution rate lists the workflows with the biggest change in resolution rate since the previous interval, with their case counts. Select All, Improved, or Declined to filter the list, and select a workflow to open its Monitor tab. It’s a good place to decide which workflow to look at first.
The chart next to it plots your results over the period. Select Cases, Resolution, Handoff, AI experience, or Errors to choose what it shows. Use it to see whether a change, such as publishing a new step, moved the numbers.
Find and compare workflows
The table below the charts lists every workflow with its own results: Cases, Resolution, Resolution % change, Handoff, AI experience, Error count, and Error rate. The Email agent, Chat agent, and Voice agent columns show how the workflow is activated on each channel, and Last modified shows when it was last changed.
- To find a workflow by name, use Search workflows….
- To show only workflows with a certain activation, such as Automated or Agent review, use Filter by status….
- To sort the table, select a column header.
- To open a workflow in the builder, select its title. To go straight to its Monitor tab, select its number of cases.
- To edit, clone, or delete a workflow, open the menu on its row.
Investigate a workflow
- In the table, select the workflow’s number of cases, or select its title and then the Monitor tab.
- Set the date range and Channel filter at the top of the tab.
The Monitor tab shows the same cards as the Workflows page, for this workflow only. Its chart has three views:
- AI outcomes: how cases ended, as Resolution, Handoff, or Abandonment. See AI outcome.
- AI experience: the share of cases with a Good or Excellent experience score. See AI experience score.
- Errors: the number of cases with errors.
To see the cases themselves, with each step’s results, use the View cases tab.
Find the steps that cause problems
Top issue steps lists the steps in this workflow that lead to the most Handoffs, Abandonments, or Errors. Select one of the three to switch between them.
Select a step to see the cases where it caused the issue. To change the step, select View step in builder.
Find the data tools that fail
Top data tools lists the steps that use a data connection, such as a custom API endpoint, an MCP tool, or a database query, ranked by the number of errors. Select one to see the cases where it failed. To set up or fix these connections, see Custom API endpoints, MCP connectors, and Database connectors.