Explore Agent Stats and Data
In this guide, we will show you how to track agent performance, queries, and activity with detailed analytics.
Activity Metrics
Activity Metrics contain two sections: Total Activity and Guest Activity. You can filter the data by selecting a timeframe: Today, Yesterday, Last 7 days, Last 30 days, Current Month, Current Year, or Custom Range.
- Total Activity provides an overview of all activity metrics within the system:
- Conversations – Total number of conversations initiated.
- Queries – Number of queries submitted across all conversations.
- Queries per Conversation – Average number of queries per conversation.
- Guest Activity provides insights into interactions made by users who are not members of your team, including conversation and query engagement metrics.
- Conversations – Number of conversations started by guests.
- Queries – Number of queries submitted by guests.
- Queries per Conversation – Average number of queries per conversation initiated by guests.
User Feedback
Analyze user feedback based on two key metrics:
- Positive Feedback – Number of successful and well-received queries.
- Negative Feedback – Number of unsuccessful or poorly received queries.
You can also export this data for further analysis.
Popular Days
Identify the days when user activity and engagement are at their highest.
Daily Query Breakdown
Daily Query Breakdown provides insights into query performance, including overall conversation and query trends. You can filter the data by selecting a timeframe: Today, Yesterday, Last 7 days, Last 30 days, Current Month, Current Year, or Custom Range. You can also export this data for further analysis.
Query Performance contains the following key metrics:
- Conversations– Total conversations recorded.
- Queries – Total queries submitted.
- Queries per Conversation – Queries submitted per conversation session.
Location of Your Users
Track user activity based on location. You can filter the data by selecting a timeframe: Today, Yesterday, Last 7 days, Last 30 days, Current Month, Current Year, or Custom Range.
Query Analytics
Query Analytics provides insights into the analytics of queries sent by users. You can filter the data by selecting a timeframe: Today, Yesterday, Last 7 days, Last 30 days, Current Month, Current Year, or Custom Range.
- Sent by – Differentiates whether the query was sent by a team member or a guest.
- Sent from – Identifies the deployment type which was the source of the query.
- Status – Displays whether the query was successful or unsuccessful.
Note: Standard users have access to analytics for the past 7 days only. Advanced users and administrators have access to extended date ranges and additional filters.
Updated 2 days ago