DocsDashboardAnalytics

Analytics

The analytics dashboard gives you visibility into how your agents are performing.

Overview Metrics

  • Total Conversations — number of conversations across all agents
  • Resolution Rate — percentage of conversations resolved without escalation
  • Avg Response Time — how quickly agents respond
  • User Satisfaction — based on feedback reactions

Conversation Analytics

Drill into individual conversations to see:

  • Full message history
  • Which skills were used
  • Knowledge base hits
  • Escalation events

Usage Tracking

Monitor your resource consumption:

Tokens Used:     1.2M / 5M (24%)
Conversations:   3,847 / 10,000
Knowledge Queries: 12,500 / 50,000

Custom Reports

Build custom reports by filtering on:

  • Date range
  • Agent
  • Platform
  • Conversation outcome (resolved, escalated, abandoned)

Export reports as CSV or connect to your BI tools via the API.

Alerts

Set up alerts for anomalies:

  • Sudden spike in escalations
  • Drop in resolution rate
  • High error rates
  • Unusual token usage
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