Statistics & analyses

In the Analytics section, 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 periods. This allows you to specifically optimize your agent, adjust capacities, or improve content.

Where can I find the statistics?

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

What is evaluated?

In the analytics you can see, among other things:

• Call volume and conversation duration over various periods
• At what times of day calls come in
• Which topics and questions come up in the conversations
• How often the agent answers or forwards calls itself

Set time 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 certain time windows or thematic focuses.

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

Under Content it's about the conversation content: Which topics were discussed, which questions were asked, how often were there transfers? This makes it possible to identify thematic focuses and assess your agents' performance in a targeted way.

In addition, calls can be evaluated by customer concerns, transfer destinations and playbooks, allowing you to specifically identify which topics are on callers' minds and where there is a need for optimization.

What are the statistics useful for?

The analytics help assess how your agent is being used and select or adjust the right package. For details about individual conversations, the conversation logs are the right place to go.