AI Agent Analytics

AI agent analytics help you understand how effectively your AI is handling customer conversations and where it needs improvement.

Key metrics

• AI-handled vs escalated — how many conversations the AI resolved without human help
• Escalation reasons — why the AI escalated to a human agent
• Response quality — feedback ratings (good/bad) from your team
• Tool usage — which integration actions the AI used most often
• Containment rate — percentage of conversations fully handled by AI

Workflow execution stats

View how often the AI triggers workflows, which workflows it uses most, and the success rate of AI-triggered automations. This helps you understand how the AI leverages your workflow library.

Improving AI performance

Use analytics to identify gaps. If the AI frequently escalates on a specific topic, add more knowledge base content for that area. If feedback ratings are low for certain response types, refine the agent's instructions.