Measure and Manage
AI Agent Analytics
AI Agent Analytics provides a comprehensive overview of the AI Agent’s performance, helping users assess its effectiveness in handling customer interactions. This dashboard provides valuable insights into how the AI Agent is performing, highlighting areas where it excels and identifying opportunities for improvement.
Analyzing key metrics offers valuable insights, allowing users to identify patterns that optimize the AI Agent’s performance and improve the overall customer experience.
The AI Agent Analytics displays the following metrics and details over the course of the previous month, the previous week, or the current week:
-
All conversations
-
Resolved conversations
-
Escalated conversations
-
Abandoned conversations
-
Active Conversations
AI Agent Conversations
The AI Agent Conversations section is visible only after saving the AI Agent. This section enables users to review past interactions, providing valuable insights into how the AI Agent engages with customers. By analyzing conversation details, users can identify successful interactions that can be replicated, as well as areas where improvements are needed. The search message option allows users to quickly locate specific conversations, making it easier to assess performance trends and refine responses. You can export transcripts or choose to export particular transcripts by going to the conversation and clicking Export This Transcript. Regularly reviewing conversations helps enhance the AI Agent’s accuracy, ensuring a more effective and seamless customer experience.
You can search the conversation using the user name, phrases from the actual conversation, session ID.
You can also filter the conversation list using the following available options:
- Status – Filter conversations by Resolved, Abandoned, Active, or All.
- Topics – View all topics the AI Agent is trained on, and filter conversations by a selected topic.
- Feedback – Filter conversations based on customer feedback: All, Positive, or Negative.
- Portal – The Portal filter includes a search bar and paginated loading to support large portal lists. The Portal filter is displayed only when the AI Agent is trained on the integrated eGain Knowledge Base.
- Certified – Filter conversations by answer type: All, Certified, or No Certified.
