Analytics

The Analytics page gives you a live read on how your AI Agent is performing — how many conversations it's handling, how often it resolves them without human help, and which policies or topics are driving volume. The page has two tabs: Autonomous and Agent Assist.

Autonomous mode

Top metrics

• Total conversations: all conversations in the selected time range.

• Conversations by AI: conversations where the AI Agent got involved.

• Resolved by AI: conversations fully closed by the AI without any human taking over.

• Resolution rate: Resolved by AI as a percentage of Conversations by AI.

Breakdown charts

Below the top metrics, four horizontal bar charts break down conversations by Policy, Knowledge, Actions, and Contact Reason. Each bar shows the split between:

• Resolved: closed by the AI.

• Handed over: transferred to a human agent.

• Forwarded: routed directly to a human without AI involvement.

Items are ranked by total volume. Use these charts to spot which policies resolve well, which topics generate the most load, and where the AI struggles.

Agent Assist mode

Top metrics

• Agent Assist conversations: conversations where the AI generated at least one suggestion.

• Total suggestions: total number of AI-drafted suggestions generated.

• Partially used suggestions: suggestions that a human agent did not or partly edited before sending.

• Usefulness rate: the share of suggestions that were used (fully or partially) by a human agent.

Breakdown charts

The same breakdown structure applies: suggestions split by Policy, Knowledge, and Actions, showing how often each suggestion was used, partially used, or ignored.