> ## Documentation Index
> Fetch the complete documentation index at: https://docs.supportunicorn.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Analytics

> Monitor conversations and improve your AI agent with data-driven insights

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.

## What You Can Track

<CardGroup cols={2}>
  <Card title="Conversations" icon="messages">
    Browse all customer conversations with full transcripts and AI responses.
  </Card>

  <Card title="Knowledge Gaps" icon="magnifying-glass">
    Identify questions your AI couldn't answer or answered with low confidence.
  </Card>

  <Card title="Channel Performance" icon="chart-pie">
    See which channels (chat, WhatsApp, SMS) drive the most engagement.
  </Card>

  <Card title="Escalation Trends" icon="arrow-trend-up">
    Track how often conversations are handed off to human agents.
  </Card>
</CardGroup>

## Key Metrics

| Metric                    | What It Tells You                                             |
| ------------------------- | ------------------------------------------------------------- |
| **Total Conversations**   | Volume of customer interactions over time                     |
| **Resolution Rate**       | Percentage of conversations resolved by AI without escalation |
| **Average Response Time** | How quickly your AI agent responds to customers               |
| **Top Questions**         | Most frequently asked questions across all channels           |
| **Escalation Rate**       | Percentage of conversations transferred to human agents       |

## Using Analytics to Improve

<Steps>
  <Step title="Review unanswered questions">
    Check which questions led to escalations or low-confidence responses.
  </Step>

  <Step title="Identify patterns">
    Look for recurring topics or questions that appear frequently.
  </Step>

  <Step title="Update training data">
    Add [Q\&A pairs](/ai-agent/train/qna) or [text content](/ai-agent/train/text) to address the gaps.
  </Step>

  <Step title="Monitor improvement">
    Track resolution rate over time to measure the impact of your updates.
  </Step>
</Steps>

<Tip>
  Set a weekly reminder to review analytics. Regular reviews help you catch knowledge gaps early and keep your AI agent performing at its best.
</Tip>

## Accessing Analytics

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