Statistics & analytics

In the Analytics section, you get an overview of how your agent is actually used. The statistics show when calls come in, which topics are discussed, and how usage develops over different periods of time. 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 being analyzed?

In the analytics, you can see, among other things:

• Call volume and call duration over different periods of time

• At what times of day 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. Also by individual agents or across all of them, 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 the call time is distributed over the selected period. The breakdown by individual days reveals 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 calls forwarded? This makes it possible to identify thematic focuses and assess the performance of your agents in a targeted way.

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

What are the statistics useful for?

The analytics help evaluate the use of your agent and choose or adjust the right package. For details on individual conversations, the call transcripts are the right place to look.