Statistics & analyses

In the Analytics area, you get an overview of how your agent is actually being used. The statistics show when calls come in, which topics are discussed, and how usage develops over different time periods. This allows you to specifically optimize your agent, adjust capacities, or improve content.

Where can I find the statistics?

You can find the analyses in the logged-in area under Account management → AI Agents → Analytics.

What is evaluated?

In Analytics you can see, among other things:

• Call volume and conversation duration over various time periods

• At what times of day and hours calls come in

• Which topics and questions arise in the conversations

• How often the agent answers calls itself or forwards them

Set period and filters

You can filter the statistics by different time periods and narrow them down specifically. Also by individual agents or across all of them, by specific time windows or thematic focuses.

In the area Call volume you can see at a glance: When and how many calls were received, how long they lasted, and how conversation time is distributed over the selected period. The breakdown by individual days shows patterns and helps with capacity planning.

Under Content it is about the conversation content: Which topics were discussed, which questions were asked, how often were calls forwarded? This allows you to identify thematic focuses and assess the performance of your agents in a targeted way.

In addition, calls can be evaluated according to customer concerns, forwarding destinations, and playbooks; this way you can specifically see which topics are on callers' minds and where there is room for improvement.

What are the statistics useful for?

The analyses help evaluate how your agent is used and choose or adjust the right package. For details on individual conversations, the conversation logs are the right place to go.