Is your agent chatty, efficient, or needs improvement? Find out here!

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What Are Agent Analytics?

Agent Analytics provides an overview of your agent’s performance through key metrics and trends. It’s your go-to tool for tracking how your agent interacts with users over time.

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Key Metrics You Can Monitor

  • Total Calls/Chats: The overall number of interactions.
  • Total Duration: The combined duration of all calls and chats.
  • Average Duration: The average length of a conversation.
  • Connected Calls: Calls successfully connected with users.
  • Sentiment Trend: Insights into the emotional tone (positive, negative, neutral) of interactions over time.
  • Call Insights:
    • Top reasons: Reason of the call (e.g., refund requests)
    • Intents: User intents identified in conversations.
    • Topics: Frequently mentioned keywords (e.g., shipping delays)
    • Dispositions: Call outcomes (e.g., resolved, unresolved, follow up requested)
  • Total Actions Triggered: The number of integration actions executed.
  • Call Drop-off Rate: The percentage of calls where users disconnected early.

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How to Access Agent Analytics

  1. Navigate to Agent Related → Manage Agents.
  2. Select the agent you want to analyze.
  3. Click on Analytics at the top right.

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Why This Is Valuable

These analytics help you understand not just what your agent is doing, but how well it’s performing. Use these insights to fine-tune prompts, adjust integrations, and enhance the overall user experience.