Analytics Tab
The Analytics Tab within your agent settings provides deep insights into how your agent is performing and where it might need optimization.Core Metrics
1. Conversion Rate
Tracks how many calls achieved a specific goal (e.g., “The user booked an appointment” or “The user provided their policy number”).- Tip: You can define your “Success Criteria” in your system prompt to let the AI flag successes automatically.
2. Conversation Flow
A visual map of where users “drop off” during the call.- Insight: If 80% of users hang up after the second question, you may need to simplify that part of the prompt.
3. Agent Sentiment Analysis
AI scans every call to determine the customer’s mood.- Positive: Satisfied, helpful, successful.
- Negative: Frustrated, angry, or complaining.
- Neutral: Routine data collection.