Statistics & Analytics

In the Analytics area, 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. This allows you to optimize your agent in a targeted way, adjust capacities, or improve content.

Where can I find the statistics?

You can find the analyses in the logged-in area under Account management → AI Agents → Analytics.

What is evaluated?

In the analytics you can see, among other things:

• Call volume and call duration over different periods

• At what times of day and hours calls come in

• Which topics and questions arise in the conversations

• How often the agent answers or forwards calls itself

Set period and filters

You can filter the statistics by different periods and narrow them down in a targeted way. Also by individual agents or across all of them, by certain time windows or thematic focal points.

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 conversation content: Which topics were discussed, which questions were asked, how often were there transfers? This makes it possible to identify thematic focuses and specifically evaluate the performance of your agents.

In addition, calls can be evaluated by customer concerns, transfer destinations, and playbooks, so you can specifically see which topics are on callers' minds and where there is a need for optimization.

What are the statistics useful for?

The analyses help assess how your agent is being used and to choose or adjust the right package. For details on individual conversations, the conversation logs are the right place to go.