Statistics & Analytics

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 being discussed, and how usage develops over different periods. This allows you to optimize your agent in a targeted way, adjust capacity, 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 analytics, you will see, among other things:

• Call volume and call duration over different periods
• What times of day and what hours calls come in
• Which topics and questions come up in the conversations
• How often the agent answers calls itself or forwards them

Set period and filters

You can filter the statistics by different periods and narrow them down specifically. You can also view them by individual agents or across all agents, 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 call 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 content of the conversations: Which topics were discussed, which questions were asked, how often were there transfers? This makes it possible to identify thematic focuses and evaluate your agents' performance in a targeted way.

In addition, calls can be analyzed by customer concerns, transfer destinations, and playbooks, allowing you to specifically identify which topics callers are concerned about 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 choose or adjust the right package. For details on individual conversations, the conversation transcripts are the right place to go.