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Announcing an update of the Understood conversations metric in the AI agents

Announced on Rollout on April 27, 2026 May 4, 2026 We’ve updated the way the Understood conversations metric is calculated in the AI agents - Advanced reporting dashboard.This announcement answers the following questions: What’s changing? Why is Zendesk making this change? What do I need to do? What

• Announcing an update of the Understood conversations metric in the AI agents - Advanced reporting dashboard

  Zendesk Announcements 22 Apr 2026

  Announced on Rollout on April 27, 2026 May 4, 2026 We’ve updated the way the Understood conversations metric is calculated in the AI agents - Advanced reporting dashboard.This announcement answers the following questions: What’s changing? Why is Zendesk making this change? What do I need to do? What

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