# AI agent analytics

The Analytics page provides insights into how your AI agent is performing. It includes metrics related to answers, resolutions, guides, and customer feedback.

You can view analytics for an AI agent by selecting Analytics in the sidebar.

# Overview

The Overview tab provides a high-level summary of AI agent performance. It includes the following metrics:

Metric	Definition
Sessions	Number of chat conversations that were started.
Self Service Rate	Percentage of conversations resolved without agent handover. (Calculated as: (Conversations without handover / Total conversations) × 100)
Confirmed Resolutions	Number of conversations marked as helpful by customers, without agent handover.
Informed	Number of conversations where an answer was shown to inform the customer.
Agent Handovers	Number of conversations that resulted in escalation or requests to speak with an agent.
Time in Widget	Total time customers spent in the chat widget (in seconds).
Conversation Count Over Time	Visualization showing daily conversation volume. X-axis: Date Y-axis: Number of conversations
Top-Level Metrics Over Time	Combined chart showing: X-axis: Date Y-axis: - Conversations - Agent Handovers - Resolved Conversations - Successful Conversations - Self Service Rate

Metric	Definition
Locale Breakdown	Visualization of the top customer locales.
Device Breakdown	Devices used to access the chat widget.
Browser Breakdown	Browsers used to access the chat widget.

# Flows

Displays the top flows used in conversations.

# Answer performance

The Answer performance tab provides insight into how answers are performing, based on customer feedback.

Metric	Definition
Sessions	Number of chat conversations started.
Self Service Rate	Percentage of conversations deflected by answers. (Calculated as: (Deflected conversations / Total conversations) × 100)
Informed	Number of conversations where an answer was shown to inform the customer.
Confirmed Resolution	Number of conversations marked as helpful by customers, without agent handover.
Conversations Leading to Confirmed Resolution	Waterfall visualization showing how many conversations included answers and how many of those were confirmed as helpful.
Types of Answers Presented	Breakdown of answer formats presented: - Link - Article - Guide - Flow
Top Answers	Table showing answer titles, URLs, number of times presented, and number of distinct uses.
Answer Feedback	Table showing the number of positive and negative feedback responses per answer.
Top Answers to Review	Answers that received feedback indicating they were not helpful.
Top Links Clicked	Most clicked URLs from answers and AI agent interactions.

# Guides in chat conversations

Interactions and feedback appear in this section if your AI agent uses Guides.

Metric	Definition
Guides Used in Conversations	Shows guide names, URLs, and how often each was used in conversations.
Guide Feedback	Number of times each guide was marked helpful or not helpful by customers.

# Customer satisfaction

Customer satisfaction results are displayed in this section if you collect feedback through the AI agent.

Metric	Definition
Overall CSAT	Average customer satisfaction (CSAT) rating (1–5 scale).
Number of Responses	Total number of CSAT responses collected.
Rating Distribution	Distribution of CSAT ratings across conversations.
CSAT Responses	Customer responses including: - Rating (1–5) - Feedback tags - Comments - Outcome (Resolved / Not Resolved)
Avg. CSAT Over Time	Graph showing how CSAT ratings have changed over time.
Outcome Distribution	Distribution of resolved versus unresolved outcomes.
Positive Feedback Detail	Breakdown of positive feedback categories: - Efficient Chat - Friendly - Helpful Resolutions - Knowledgeable Support - Understood My Needs
Negative Feedback Detail	Breakdown of negative feedback categories: - Did Not Understand - Technical Issues - Took Too Long - Unfriendly - Unhelpful Answers

# Filter the dashboard

Use filters to drill into specific segments of your analytics.

Filter	Definition
Date Range	Select the time period for the analytics view. (Defaults to last week)
Conversation Action	Filter based on specific types of actions or outcomes.
Dimensions	Filter by custom dimensions such as product, UTM parameters, and more for deeper analysis.