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Agent Analytics
Track and optimize AI agent performance with comprehensive analytics across operational efficiency and business impact.
Overview
Agent Analytics provides:
- Performance Dashboard — Real-time KPIs with trend indicators
- Operational Metrics — Agent efficiency, response times, escalation rates
- Business Metrics — Revenue impact, conversion rates, customer satisfaction
- Call Transcripts — Full conversation analysis with sentiment
- Customer Satisfaction (CSAT) — Post-call survey scores
- Tool Call Logs — Track every tool invocation during conversations
- Daily Metrics — Pre-aggregated rollups for trend analysis
Dashboard Overview
KPI Bar
The dashboard displays 5 key metrics at the top:
| KPI | Description |
| Total Calls | Number of conversations handled |
| Avg Duration | Mean conversation length |
| Success Rate | Percentage of successful resolutions |
| CSAT Score | Customer satisfaction rating (1-5) |
| Cost | Total operational cost |
Date Range Selection
Choose from preset date ranges:
| Preset | Description |
| Last 7 Days | Week-over-week comparison |
| Last 14 Days | Two-week trends |
| Last 30 Days | Monthly performance |
Section Tabs
Toggle between two views:
| Tab | Focus |
| Operational Efficiency | How well the agent performs |
| Business Impact | What results the agent delivers |
Operational Metrics
Metrics vary by agent type. Each agent type has specific operational KPIs.
Receptionist Agent
| Metric | Description | Direction |
| Average Handle Time (AHT) | Mean duration of calls | Lower is better |
| Escalation Rate | Percentage of calls escalated to humans | Lower is better |
| Availability | Uptime percentage | Higher is better |
Recruiter Agent
| Metric | Description | Direction |
| Time to Screen | Average time to screen a candidate | Lower is better |
| Completion Rate | Percentage of screening completed | Higher is better |
| False Positive Rate | Screening accuracy (lower = better) | Lower is better |
Collection Agent
| Metric | Description | Direction |
| RPC Rate | Right Party Contact rate | Higher is better |
| Compliance Rate | Audit score for compliance | Higher is better |
Support Agent
| Metric | Description | Direction |
| Deflection Rate | Self-service resolution rate | Higher is better |
| First Response Time (FRT) | Time to first response | Lower is better |
| Average Resolution Time (ART) | Time to resolve issues | Lower is better |
| Accuracy | Correct response percentage | Higher is better |
Lead Qualification Agent
| Metric | Description | Direction |
| Speed to Lead | Time to respond to leads | Lower is better |
| Drop-Off Rate | Funnel abandonment rate | Lower is better |
Custom Agent
| Metric | Description | Direction |
| Response Time | Average response time | Lower is better |
| Success Rate | Task completion rate | Higher is better |
Business Metrics
Receptionist Agent
| Metric | Description | Direction |
| Booking Rate | Successful appointment bookings | Higher is better |
| First Contact Resolution (FCR) | Resolved without escalation | Higher is better |
Recruiter Agent
| Metric | Description | Direction |
| Screen-to-Interview Rate | HR-accepted candidates | Higher is better |
| Candidate CSAT | Candidate satisfaction score | Higher is better |
Collection Agent
| Metric | Description | Direction |
| PTP Rate | Promise-to-Pay rate | Higher is better |
| Collection Effectiveness Index (CEI) | Debt recovered percentage | Higher is better |
| Cost per Dollar Recovered | Operational cost ratio | Lower is better |
Support Agent
| Metric | Description | Direction |
| CSAT | Customer satisfaction score | Higher is better |
| Critical Escalation Rate | High-frustration escalations | Lower is better |
Lead Qualification Agent
| Metric | Description | Direction |
| SQL Rate | Sales Qualified Lead percentage | Higher is better |
| Sales Accepted Rate (SAR) | Sales-accepted leads | Higher is better |
| Pipeline Generated | Dollar value of pipeline created | Higher is better |
Custom Agent
| Metric | Description | Direction |
| Satisfaction Score | User satisfaction rating | Higher is better |
| Efficiency % | Task efficiency rating | Higher is better |
Call Transcripts
Every call generates a transcript with AI-powered analysis.
Transcript Data
| Field | Description |
| Full Transcript | Complete conversation text |
| Summary | AI-generated conversation summary |
| Key Topics | Extracted topics and themes |
| Action Items | Follow-up tasks identified |
| Sentiment Score | Numeric sentiment (-1 to 1) |
| Sentiment Label | Positive, Neutral, or Negative |
| Compliance Flags | Regulatory compliance issues |
| Processing Status | Transcript processing state |
Accessing Transcripts
- Navigate to the Agent Analytics dashboard
- Click on a specific call
- View the full transcript with analysis
Customer Satisfaction (CSAT)
Post-Call Surveys
After each call, customers can receive a satisfaction survey:
| Field | Description |
| Score | 1-5 rating |
| Feedback | Optional text response |
| Survey Channel | SMS (default) |
| Customer Phone | Contact number for survey |
CSAT Metrics
| Metric | Description |
| Average Score | Mean CSAT across all responses |
| Response Rate | Percentage of surveys completed |
| Score Distribution | Breakdown of 1-5 ratings |
Track every tool invocation during agent conversations.
Logged Data
| Field | Description |
| Tool Name | Name of the tool called |
| Tool Category | Category (CRM, Calendar, Voice, etc.) |
| Input Data | Parameters passed to the tool |
| Output Data | Tool response |
| Duration | Execution time in milliseconds |
| Success | Whether the tool call succeeded |
| Error Message | Failure reason (if any) |
Use Cases
- Performance Optimization — Identify slow tools
- Error Tracking — Debug tool failures
- Cost Analysis — Track tool usage costs
- Usage Patterns — Understand which tools are most used
Daily Metrics
Pre-aggregated daily rollups for trend analysis.
Metrics Tracked
| Metric | Description |
| Total Calls | Daily call volume |
| Completed Calls | Successfully handled calls |
| Average Duration | Mean call length |
| First Response Time | Average initial response time |
| Total Cost | Daily operational cost |
| Voicemail Count | Calls that went to voicemail |
| No Answer Count | Unanswered calls |
| Failed Count | Failed calls |
| Tool Calls | Number of tool invocations |
| Bookings Created | Appointments scheduled |
| Leads Generated | New leads created |
| Deals Closed | Deals completed |
| Pipeline Value | Dollar value of pipeline |
| CSAT Responses | Survey responses received |
| Average CSAT | Mean satisfaction score |
Trend Analysis
Use daily metrics to identify:
- Weekly Patterns — Peak days and times
- Performance Trends — Improvement or degradation over time
- Cost Efficiency — Cost per resolution trends
- Capacity Planning — Volume forecasting
Agent Types and Metrics
| Agent Type | Operational Focus | Business Focus |
| Receptionist | Call handling efficiency | Booking success |
| Recruiter | Screening speed/accuracy | Candidate quality |
| Collection | Contact rate/compliance | Debt recovery |
| Support | Resolution speed/accuracy | Customer satisfaction |
| Lead Qualification | Response speed | Pipeline generation |
| Custom | Task completion | User satisfaction |
What’s Next
- Voice AI — Deploy voice agents with phone integration
- Cross-Channel — Orchestrate conversations across channels
- Workflows — Automate agent-related tasks
- Credits — Understand token consumption and pricing
Still questions? Ask on Discord or explore tutorials