Analytics

Track and analyze your agent's performance with customizable dashboards.

Dashboard Overview

The Analytics page provides a customizable dashboard with:

• Multiple chart types
• Filterable metrics
• Date range selection
• Agent-specific views
• Period comparisons

Chart Types

Create custom visualizations:

Available Metrics

Grouped Metrics

Metrics that show distribution/breakdown:

• Call Success/Unsuccessful - Outcome distribution
• Call Status - Ended, Error, Not Connected, Ongoing
• User Sentiment - Positive, Negative, Neutral
• Disconnection Reason - Why calls ended
• Phone Inbound/Outbound - Direction breakdown

Individual Metrics

Single-value metrics:

Creating Custom Charts

1. Click Edit to enter edit mode
2. Click Add Chart
3. Select chart type
4. Choose metrics to display
5. Configure title and description
6. Set chart size (Small, Medium, Large)
7. Save changes

Chart Configuration

• Title - Descriptive name for the chart
• Description - Optional explanation
• Metrics - One or more metrics to display
• Size - Visual size on dashboard

Filtering Data

By Date Range

Preset options:

• Today
• Last week
• Last month
• Last 3 months
• Year-to-date
• All time
• Custom range (calendar picker)

By Agent

Filter to specific agents:

• All agents
• Voice agents only
• Chat agents only
• Specific agent(s)

Time Granularity

View data by:

• Hour
• Day
• Week
• Month

Period Comparison

Enable Compare to Previous Period to see:

• Current vs. previous performance
• Trend indicators (up/down)
• Percentage changes

Call History Integration

From Analytics, drill down into Call History:

1. Click on a data point
2. View filtered call list
3. Analyze specific conversations

Chat History Integration

Similarly for chat metrics:

1. Click chat-related metrics
2. View filtered chat sessions
3. Review message details

Default Dashboard

Reset to default charts:

1. Click Reset to Default
2. Confirm the action
3. Default charts are restored

Managing Charts

Editing Charts

1. Enter edit mode
2. Click chart settings
3. Modify configuration
4. Save changes

Deleting Charts

1. Enter edit mode
2. Click delete icon on chart
3. Confirm removal

Reordering Charts

1. Enter edit mode
2. Drag charts to reorder
3. Save layout

Expanding Charts

For detailed views:

1. Click the expand icon on any chart
2. View full-size visualization
3. See additional data details
4. Close to return to dashboard

Key Metrics to Track

Performance Metrics

Quality Metrics

Using Analytics to Improve

Identify Issues

Look for:

• Sudden drops in success rate
• Increasing error rates
• Negative sentiment trends
• High transfer rates

Track Improvements

After making changes:

1. Note baseline metrics before change
2. Implement the improvement
3. Monitor metrics for 1-2 weeks
4. Compare to baseline
5. Document results

A/B Testing

Compare agent versions:

1. Create duplicate agent with changes
2. Route traffic to both
3. Compare metrics
4. Choose better performer

Export Options

CSV Export

Export data for external analysis:

1. Configure filters
2. Click Export
3. Download CSV file

API Access

For programmatic access:

GET /api/v1/analytics?
  start_date=2024-01-01&
  end_date=2024-01-31&
  agent_id=agent_123

Best Practices

Dashboard Organization

1. Key metrics at top - Most important numbers first
2. Group related charts - Organize by theme
3. Use appropriate chart types - Match visualization to data
4. Don't overcrowd - Focus on actionable metrics

Regular Review

Taking Action

1. Set thresholds - Define when metrics need attention
2. Create alerts - Get notified of issues
3. Document changes - Track what you changed and when
4. Measure impact - Verify improvements with data

Next Steps

• Review call history
• Improve your agents
• Configure settings