Available Analytics
Performance Metrics
Key performance indicators for your agents:- Deflection Rate — Conversations handled without human help
- Resolution Rate — Conversations successfully resolved
- Escalation Rate — Conversations handed to humans
- Response Time — How fast agents respond
- Time to Resolution — Total time to resolve issues
Performance Metrics
Track your KPIs
Breakdown Analysis
Visualize distribution by category and attributes:- Pie charts and bar charts
- Drill-down into segments
- Compare over time
Breakdown
Analyze distribution
Insights
AI-generated analysis of your data:- Trending topics
- Anomalies and spikes
- Optimization opportunities
Insights
AI-powered analysis
Suggestions
Actionable recommendations for improvement:- New knowledge articles to create
- Workflow optimizations
- Guideline additions
Suggestions
Improvement recommendations
Run History
Complete execution logs:- Every agent run
- Step-by-step details
- Searchable and filterable
Run History
View execution logs
Alerts
Notifications when metrics change:- Configure thresholds
- Multiple notification channels
- Real-time alerting
Alerts
Set up notifications
Using Analytics
Daily Monitoring
Quick health check:- Check performance dashboard
- Review escalation trends
- Spot any anomalies
- Address urgent issues
Weekly Review
Deeper analysis:- Analyze breakdown by category
- Review AI suggestions
- Fill knowledge gaps
- Plan improvements
Monthly Analysis
Strategic review:- Compare metrics month-over-month
- Identify trends
- Evaluate ROI
- Adjust strategy
Key Metrics at a Glance
| Metric | What It Tells You |
|---|---|
| Deflection Rate | How much AI is handling without humans |
| Resolution Rate | How well issues are being resolved |
| Escalation Rate | When humans need to step in |
| Response Time | How fast customers get answers |
| CSAT | Customer satisfaction with AI responses |