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Every conversation your AI agent handles is logged and available for analysis. Use these insights to identify knowledge gaps, track performance, and continuously improve your customer support.

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What You Can Track

Conversations

Browse all customer conversations with full transcripts and AI responses.

Knowledge Gaps

Identify questions your AI couldn’t answer or answered with low confidence.

Channel Performance

See which channels (chat, WhatsApp, SMS) drive the most engagement.

Escalation Trends

Track how often conversations are handed off to human agents.

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Key Metrics

MetricWhat It Tells You
Total ConversationsVolume of customer interactions over time
Resolution RatePercentage of conversations resolved by AI without escalation
Average Response TimeHow quickly your AI agent responds to customers
Top QuestionsMost frequently asked questions across all channels
Escalation RatePercentage of conversations transferred to human agents

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Using Analytics to Improve

1

Review unanswered questions

Check which questions led to escalations or low-confidence responses.
2

Identify patterns

Look for recurring topics or questions that appear frequently.
3

Update training data

Add Q&A pairs or text content to address the gaps.
4

Monitor improvement

Track resolution rate over time to measure the impact of your updates.
Set a weekly reminder to review analytics. Regular reviews help you catch knowledge gaps early and keep your AI agent performing at its best.

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Accessing Analytics

Navigate to AI Agent -> Analyze. Filter by date range, channel, or conversation outcome to focus on specific areas.