# Insights and Analytics

EARLY ACCESS  
Important  
Insights and Analytics is available as an Early Access feature. To get access or learn more, contact your dedicated account manager or [Support](mailto:support@infobip.com).

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Insights and Analytics is the intelligence layer for AgentOS that transforms conversational data from journeys, chatbots, AI agents, and Inbox into actionable insights and performance analytics.

It analyzes conversation content, detects topics, evaluates success rates, generates AI-driven recommendations, and provides operational visibility for data-driven decision making.

New to Insights and Analytics?  
Follow our [step-by-step guide](https://www.infobip.com/docs/insights-and-analytics/get-started-with-insights-and-analytics) to explore insights, metrics, analytics, and logs.

Looking for specific analytics?  
Go directly to [Inbox](https://www.infobip.com/docs/insights-and-analytics/analytics/inbox), [Chatbots](https://www.infobip.com/docs/insights-and-analytics/analytics/chatbots), [AI agents](https://www.infobip.com/docs/insights-and-analytics/analytics/ai-agents), [Journeys](https://www.infobip.com/docs/insights-and-analytics/analytics/journeys), or [Traffic performance](https://www.infobip.com/docs/insights-and-analytics/analytics/traffic-performance) analytics.

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## Insights

Insights brings together data from across the entire platform, journeys, chatbots, AI agents, and human agents, into one place.

- Cross-platform data - Consolidates data from journeys, chatbots, AI agents, and human agents into a single view.
- Root cause detection and prioritized issues - Identifies issues, surfaces root causes, and prioritizes them by how many interactions are affected.
- Actionable recommendations - Provides active guidance on what to fix and where it broke, not just raw metrics.
- Topic detection across journeys - Uses AI to detect topics from actual customer conversations and ties them to performance, helping you understand what customers are asking about and how well those topics are handled.

Supporting metrics  
Interaction performance, health, audience engagement, conversion funnels, and channel health metrics.

Custom dashboards  
Build personalized analytics views with custom metrics, filters, and visualizations.

Settings  
Configure AI analysis and data processing for Insights and Supporting metrics.

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## Analytics

Track performance metrics across your automation and communication channels with specialized analytics for each component.

Inbox  
Live analytics, agent performance, response times, conversation metrics, and customer satisfaction.

Chatbots  
Session metrics, dialog performance, user engagement, and voice of the customer feedback.

AI agents  
AI agent performance, tool usage, session tracking, and knowledge agent analytics.

Journeys  
Journey performance, conversion rates, audience activity, and IVR insights.

Traffic performance  
Channel and communication traffic metrics through the Analyze feature.

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## Logs

Access detailed records of system activity for troubleshooting, testing, and audit trails.

Interaction logs  
Complete step-by-step records of customer interactions across journeys, chatbots, AI agents, and conversations. Trace every event with detailed execution logs for troubleshooting and audit trails.

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## Key capabilities

Live monitoring  
Real-time visibility into active calls, conversations, queues, and agent activities for immediate operational oversight.

Custom dashboards and visualizations  
Build tailored dashboards with custom metrics, filters, and visualizations. Create multi-layer analytics reports to meet specific reporting needs.

Comprehensive logging  
Track journey execution, conversation events, and configuration changes. Maintain audit trails for troubleshooting, testing, and compliance.

Data export and integration  
Export analytics data for external analysis and integrate with business intelligence tools for advanced reporting workflows.

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## AgentOS integration

Insights and Analytics collects data from all AgentOS products to provide a unified view of performance.

Track AI agent performance, tool usage, and session activity through dedicated analytics dashboards.

Monitor journey campaign performance, chatbot analytics, and conversion funnels.

Live analytics, agent performance metrics, conversation tracking, and customer satisfaction scores.

Audience engagement metrics, unique users, returning users, and customer satisfaction data.

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## Additional resources

Explore more tools and documentation to help you get the most out of Insights and Analytics.

Essentials  
Browse foundational guides for creating an account, managing users, setting up APIs, and ensuring connectivity in the [Essentials hub](https://www.infobip.com/docs/essentials).

Support center  
Browse troubleshooting guides and frequently asked questions in the [Support center](https://support.infobip.com/library).

Use case library  
Explore real-world examples in our [Use case library](https://www.infobip.com/use-cases) to inspire your implementation.

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Ready to get started?

Follow our step-by-step guide to explore insights, analytics, and logs across your automation and communication channels.

Get started

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