Analytics
AI-powered conversation analytics with customer goals, experience, themes, offerings, outcomes, and business insights
Analytics#
Monitor your AI agent's performance with comprehensive analytics built on AI-powered conversation insights. Track trends, identify opportunities, and make data-driven decisions about your business.
Analytics Navigation#
Access analytics from your agent dashboard by clicking Analytics in the sidebar. The workspace has six pages:
| Section | What It Shows |
|---|---|
| Summary | KPI cards, conversation trends, funnels, channel health, and business insights |
| Offerings | How your products/services are inquired about, booked, and where price objections happen |
| Customer Goals | Customer goal classifications, completion, hot leads, and lost-sale reasons |
| Themes | Conversation patterns and trending subjects |
| Outcomes | Goals completed, conversions, lost-sale reasons, and the follow-up funnel |
| Experience | Customer emotions, satisfaction, effort, and frustration patterns |
Summary Page#
KPI Cards#
Four key metrics displayed at the top of the dashboard:
| Metric | Description |
|---|---|
| Total Conversations | All conversations with analyzed count |
| AI-Detected Revenue | Revenue detected from conversions with average order value |
| High Impact | Count of critical and high-impact conversations |
| Lost Sales | Lost sale signals with action-needed count |
Conversations and Impact Chart#
Daily, weekly, or monthly bar chart showing conversation volume with critical and high-impact breakdown. Granularity auto-adjusts based on your selected date range.
Sentiment Distribution#
Donut chart showing the breakdown of positive, neutral, and negative sentiment, along with a sentiment trajectory indicator (improving, stable, or declining).
Impact Distribution#
Conversations are ranked by impact — a blend of severity, reach, and urgency — so you can focus on what matters:
| Level | Meaning |
|---|---|
| Critical | Requires immediate attention |
| High | Should be reviewed soon |
| Medium | Monitor as needed |
| Low | No action required |
Conversion Funnel#
A 3-stage funnel visualization showing: Total conversations, Showed Interest, and Converted. Displays conversion rate, drop-off rate, and escalation count.
Customer Journey Stages#
A 5-stage funnel tracking customer progression:
- Awareness -- Initial inquiry
- Evaluation -- Comparing options
- Decision -- Ready to buy
- Fulfillment -- In progress
- Retention -- Follow-up
Shows conversion rates between stages and the overall inquiry-to-customer rate.
Goal Tracking#
- Goals detected versus completed with completion rate
- Top goal types with completion breakdown
- Goal completion methods (how goals were achieved)
Conversation Outcomes#
Distribution of how conversations ended: booked, purchased, inquiry only, ghosted, not interested, escalated, and more. Includes an Auto-Classify button to use AI for classifying unclassified outcomes.
Channel Distribution#
Conversations broken down by source: web widget, Facebook Messenger, Instagram, WhatsApp, Telegram, and API.
Top Pain Points#
Top 5 customer frustrations displayed as horizontal bars with mention counts. Useful for identifying recurring issues that need attention.
Lost Sales by Reason#
Donut chart showing the top 7 reasons why potential sales did not convert. Helps you address the most common objections.
Product Insights#
- Top mentioned products with mention counts
- Category distribution
- Sentiment by product
- Context breakdown (inquiry, purchase, complaint, praise)
Business Insights#
Advanced analytics section with:
- Pricing insights -- Average budget, objection rate, common price points
- Peak periods -- Busiest day of week and time of day
- Objection patterns -- Common objections with resolution rates
- Channel performance -- Comparison across messaging platforms
Discovered Triggers#
AI-extracted conversation patterns organized by type: complaint, lead status, payment follow-up, cancellation, off-topic, and more. Each trigger shows its status (pending, enabled, dismissed) with a suggested response.
Integration Suggestions#
Recommended integrations based on detected conversation patterns, with confidence scores and suggested action types.
Offerings Page#
See how your products and services show up in conversations.
Metrics#
- Inquiries per offering
- Booking intent and booked signals
- Price objections per offering
- General menu/catalog inquiries
Visualizations#
- Inquiry trend -- line chart of offering interest over time
- Top offerings -- ranked cards with evidence snippets pulled from real conversations
Use this to spot which offerings drive demand and where pricing pushback happens.
Customer Goals Page#
Understand customer goals and identify high-value leads.
Metrics#
- Total conversations analyzed
- Goals detected and completed
- Goal completion rate
- Conversions detected
- Lost sales count
Visualizations#
- Goal breakdown -- Donut chart with list of all detected customer goals
- Goal type breakdown -- What types of goals customers have
- Hot leads table -- High-impact conversations with impact score, message preview, contact name, and timestamp
- Daily trend -- Line chart showing total conversations versus goals detected versus goals completed
- Lost sale reasons -- List of reasons with counts
- Follow-up stats -- Scheduled, sent, replied, and converted counts
Promoted Goals#
Configure custom goals tailored to your business:
- Define a goal key, display name, and keywords
- Track how often each goal is detected
- Set escalation triggers for specific goals so conversations are flagged when detected
Themes Page#
Discover what customers talk about most frequently.
Metrics#
- Unique theme count
- Total mentions
- Conversations with themes
- Average themes per conversation
- Discovery rate
Visualizations#
- Theme trend chart -- Full-width chart with legend showing theme trends over time
- Theme grid -- Each theme with count, percentage, sentiment, trend direction, and top associated goal
- Category distribution -- Themes grouped by category with counts
- Search and filter -- Find specific themes by name or filter by category
Outcomes Page#
Understand how conversations end and where revenue is won or lost.
Metrics#
- Goals detected and completion rate
- Business and revenue conversions
- Hot leads, ranked by impact
- Lost-sale reasons
Visualizations#
- Goals trend -- goals detected over time
- Goal completion by type -- progress bars per goal type
- Lost-sale reasons -- the most common reasons deals didn't close
- Follow-up funnel -- scheduled, sent, replied, and converted, with rates at each step
Experience Page#
Deep dive into customer sentiment across all conversations.
Metrics#
- Overall sentiment score
- Positive and negative rates
- Improving or declining rate
- Average customer effort score
- At-risk conversation count
Visualizations#
- Sentiment trend -- Area chart showing positive, neutral, and negative sentiment over time
- Top frustrations -- Most common customer pain points
- Top positive signals -- What customers respond well to
- Sample conversations -- Example conversations with sentiment scores for review
- Action insights -- AI-generated strengths, areas for improvement, and risks
Filters#
All analytics pages support the following filters:
| Filter | Options |
|---|---|
| Date Range | Presets (7 days, 14 days, 30 days, 90 days) or custom date picker |
| Branch | Filter by branch or location (if branches are configured) |
| Test Data | Toggle to include or exclude playground conversations |
| Refresh | Manual data refresh button |
Granularity (daily, weekly, monthly) auto-adjusts based on the selected date range.
Dashboard Configuration#
Analytics sections can be customized per agent:
- Conversion funnel -- Enable or disable
- Goal tracking -- Enable or disable
- Journey stages -- Enable or disable
- Business insights -- Enable or disable
- Custom labels -- Rename outcome labels, funnel stages, journey stages, and section titles to match your business terminology
Related Pages#
- CRM -- Manage contacts identified by analytics
- Activity -- Monitor conversations in real-time
- Training Your Agent -- Improve AI responses based on analytics findings