The AI Agents section in Aptly gives you full visibility into how your AI agents are performing, what they’re handling, and how they’re configured.
You can access this section by clicking the star icon in your main navigation menu.
This area is designed to help you:
- Monitor performance
- Review call activity
- Adjust agent configuration
- Troubleshoot changes
- Track outcomes and sentiment
AI Agents Overview
When you first open the AI Agents section, you’ll land on the Overview tab.
This dashboard provides a high-level snapshot of all your AI agents within a selected time frame.
Metrics You’ll See
Within the selected date range, you can view:
- Total calls handled
- Cards created by AI
- Active AI agents
- Total minutes of conversation
- Calls fully handled by AI (tooltip: “No human request”)
- Outcomes
- Average feedback rating
- Average caller sentiment
Why This Matters
The Overview helps you quickly answer questions like:
- Is AI adoption increasing?
- Are calls being resolved without human intervention?
- Are callers satisfied with their experience?
- Has sentiment shifted recently?
Caller sentiment is automatically calculated based on conversation analysis, giving you insight into how callers are feeling overall.
Filtering and Customizing the Overview
At the top of the page, you can customize the data shown.
Time Frame
Adjust the date range to review performance:
- Today
- This week
- Month to date
- Custom date ranges
Agent Filter
Use the agent filter at the top of Overview to narrow the dashboard to a specific AI agent.
For call-level filtering by Call Handling, Result, Rating, Sentiment, or Category, open Activities → Filters.
Activities Tab
Below Overview, you’ll find Activities.
This section provides a detailed log of AI agent calls.
What You’ll See
- A list of all AI-handled calls
- Agent name
- Call details
- Results and outcomes
At the top, you can:
- Search call activity
- Adjust the time frame
- Filter by a specific agent
- Open Filters for Call Handling, Result, Rating, Sentiment, and Category
Why Use the Activities Tab?
Activities is ideal when you need to:
- Review individual calls
- Investigate a specific outcome
- Audit AI interactions
- Analyze trends in real conversations
It gives you visibility beyond summary metrics and into real call-level details.
Viewing an Individual AI Agent
To get more detailed, open Agents and select a specific AI agent.
The core tabs described below are:
- Configuration
- Recent Activity
- Recent Changes
1. Configuration
The Configuration tab allows you to manage the setup of that specific AI agent.
If you have editing permissions, you can make updates directly.
If you do not have permission you will see a read-only view of the configuration. This ensures transparency while protecting agent settings from unauthorized changes.
2. Recent Activity
The Recent Activity tab shows call data specific to that individual agent.
- Displays month-to-date activity
- Allows filtering within that agent’s call history
This is helpful when evaluating:
- Performance of one agent versus another
- Call volume by agent
- Outcomes tied to a specific use case
3. Recent Changes (Change Log)
The Recent Changes tab acts as a change log for that AI agent.
Here you can see:
- What was updated
- Who made the update
- When the update occurred
Why This Is Important
This tab is especially helpful for troubleshooting.
If behavior changes unexpectedly, you can:
- Check whether a configuration was updated
- Identify who made the change
- See exactly what was modified
This provides accountability and historical tracking for every AI agent.
Summary
The AI Agents section in Aptly allows you to:
- Monitor overall AI performance
- Review detailed call activity
- Filter and analyze results
- Manage configuration (based on permissions)
- Track configuration history
By using Overview, Activities, and the individual agent tabs together, you gain both high-level insights and detailed operational control over your AI agents.
Supervising email and SMS conversations
The call activity screens in this guide are separate from Inbox → AGENT ACTIVITIES. In the Inbox, use Needs Action, Agent Working, and Agent Handled to supervise AI-managed conversations and step in when needed. See AI Agent Handoff and Activities.