Analytics

Analytics provides detailed performance metrics for customer interactions across your automation and communication channels. You can track interaction outcomes, health scores, engagement rates, and channel performance.

Analytics consists of five main components:

1. Inbox - Track human agent performance, response times, conversation metrics, and customer satisfaction for Inbox interactions.
2. Chatbots - Monitor chatbot effectiveness, dialog flow performance, containment rates, and user engagement.
3. AI agents - Monitor AI agent performance, tool usage, session tracking, and knowledge agent analytics.
4. Journeys - View journey performance, conversion rates, step completion, and overall flow effectiveness.
5. Traffic performance - Review channel and communication traffic metrics using the Analyze feature.

Each component provides specialized metrics tailored to its specific interaction type, helping you understand and optimize performance across your entire customer communication strategy.