👤 Managers and Technical Admins have access to these settings in Hook
Understanding Agent Reports
Every Hook agent works continuously in the background to create recommended actions for your team's book of business.
Without a report, the only way to judge whether that work is being actioned is to open individual accounts one at a time. That doesn't scale past a handful of customers. Agent reporting in Hook shows how many actions are generated and what the team has completed.
The Agent Report is a dashboard that appears for each agent and answers these two questions:
What did the agent produce, and what did the team do with it?
How many actions were created, completed, or dismissed, and how quickly.
Did the account get to where it needed to be?
Whether each account the agent worked on reached the goal the agent was configured to drive.
Goal metrics in agent reporting do not apply to Echo signals
Each agent has its own report, so you can compare how Activator is performing against Radar, for example.
Agent Reporting Use Cases
Use Agent Reporting to deep-dive into how your organisation's agents are performing:
Weekly sense-checking that agent actions are being completed
Reviewing a specific team member's action completion rate
Diagnosing a high dismissal rate or slow time-to-complete
Checking whether an agent configuration change had the intended effect
Assessing whether completed actions correlate with accounts reaching their goal
Viewing Agent Reports
Go to Organisation settings → Agent configuration.
Select the agent you want to report on.
Click the ⋮ menu in the top right of the agent page.
Click View report.
Click the three dots next to the agent name and select View report
How to use the agent report
The report opens on the last month by default and is split into two sections: Actions and Assignments.
Filters
Both filters sit at the top of the report and apply to every chart and metric on the page.
Date range: Sets the reporting period. Each value in the dashboard also shows the change against the equivalent previous period, so a "last month" view compares against the month before.
Team member: Narrows the report to actions assigned to one person. Defaults to All.
Actions
An action is a single recommended task the agent created for a team member e.g. send an email, book a call, escalate internally.
Example Echo actions report
The Actions over time chart shows actions created, completed, and dismissed across the period, so you can see whether output and follow-through are moving together.
Metric | What it tells you |
Actions opened in this period | How many actions the agent created within the date range. |
Actions completed | Actions marked complete by a team member. The percentage is of all actions completed or dismissed in the period. |
Actions dismissed | Actions dismissed by a team member. The percentage is of all actions completed or dismissed in the period. |
Total open actions now | Live count of actions still outstanding. This is a snapshot of right now, not of the selected period. It doesn't move when you change the date filter. |
Avg time to complete | Average time between an action being created and being completed. |
Avg time to dismiss | Average time between an action being created and being dismissed. A long time to dismiss usually means actions are sitting untouched before anyone decides on them. |
Assignments
One assignment is the period an agent spends working an account toward its goal, from assigned to complete. Where the Actions section measures task-level activity, the Assignments section measures outcomes at the account level.
Example Echo assignments report
The Assignments started & ended chart shows assignments started, ended: goal reached, and ended: goal not reached across the period.
Metric | What it tells you |
Active assignments | Assignments that were active at any point during the period. |
Goals reached | Accounts where the agent completed its work cycle and the customer reached the goal set for that agent - the agent's deactivation criteria (set in configuration) were achieved. The percentage is of all assignments that ended in the period. |
Goals not reached | Accounts where the agent finished its work cycle but the customer didn't reach the goal before the agent deactivated. The percentage is of all assignments that ended in the period. |
Active assignments with ≥1 action completed | Live assignments where a team member has completed at least one action. Percentage is of all active assignments. |
Goals reached with ≥1 action completed | Goals reached where a team member completed at least one action. Percentage is of all goals reached. Note: does not apply to Echo agents. |
Goals not reached despite ≥1 action completed | Goals not reached even though a team member completed at least one action. Percentage is of all goals not reached. Note: does not apply to Echo agents. |
Goals Reached
A goal is the target the agent is configured to drive on that account - the same as the agent's deactivation criteria. For Activator, that might be a set of milestones completed to achieve a successful implementation.
This only counts once the agent has finished working the account. An assignment still in flight sits under Active assignments and hasn't landed in either bucket yet.
Goals not reached despite ≥1 action completed shows accounts where the team engaged and the outcome still wasn't achieved.
Reviewing Agent Automation Runs
Alongside the agent report, automation logs now clearly surface whether each agent output succeeded or failed, making it easier to spot when something needs attention. Find out more about automation logs here.
❓Frequently Asked Questions
How can I see actions and assignments for the last 3 months?
Change the date filter at the top of the report from Last month to Last 3 months. Both the Actions and Assignments sections will update, and the trend comparisons will shift to compare against the previous three-month period.
Can I build a report for actions assigned to a specific team member?
Use the Team member filter at the top of the report and select the person you want. Only one team member can be selected at a time, so to compare two people you'll need to switch between them rather than viewing both side by side.
Can I export the agent report?
Not yet - the report is view-only in Hook. If exporting to CSV or your BI tool would be useful for your team, send your use case to [email protected].
Activator sends a onboarding welcome email - how do I check it actually went out?
Open the agent report for your renewals agent and check Actions opened in this period against Actions completed. If 12 actions were created but only 8 completed, you can use the Team member filter to see exactly where the gap sits. Automation logs also now show whether each action succeeded or failed, so you can confirm at the run level if needed.
A lot of actions are being dismissed. What does that mean?
A high dismissal rate usually means the agent's output isn't landing, either the configuration needs tuning or the recommendations aren't specific enough to act on. Check the Avg time to dismiss metric: if actions are being dismissed quickly, the team is making an active call. If they're sitting for a long time before dismissal, they're more likely being ignored. Either way, it's a prompt to review the agent's configuration.
What's the difference between an action and an assignment?
An action is a single recommended task created by an agent - send an email, book a call etc. An assignment is the full arc of an agent working an account towards its goal. One assignment can contain multiple actions. The Actions section tracks task-level activity; the Assignments section tracks whether the account reached its goal.