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The Analytics tab provides a powerful suite of tools to monitor and analyze your AI agent’s performance. Whether you’re fine-tuning your agent or reporting to clients, these insights will help you make data-driven decisions to enhance user experience and engagement. Total Conversations Graph
Access the Analytics tab for each agent to view detailed performance metrics and user interaction data.

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Key Metrics at a Glance

Monthly Interactions

Track the number of interactions your agent handles based on time filtering.Total Conversations Graph
Custom limit can be set in the agent settings tab

AI Tokens Usage

Monitor the consumption of AI tokens to optimize costs and performance.Total Conversations Graph
Custom limit can be set in the agent settings tab

Total Interactions

View the cumulative number of interactions over time.

Total Conversations

Keep track of the number of distinct conversations initiated with your agent.

Average Messages per Chat

Understand the average length and depth of conversations with your agent.

Average Seconds per Chat

Measure the efficiency of your agent by tracking the average duration of interactions.

Average Rating

For Voiceflow agents, see the average user satisfaction rating given to your agent.
The total interactions and total conversations are displayed as key metrics at the top of the Analytics tab and as graphs based on your selected time range.

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Detailed Performance Metrics

Visualize user engagement with a graph showing the total messages exchanged before users leave the conversation. Measured by date and amount of interactions.Time Retention Graph
Analyze user engagement duration with a graph displaying the total seconds users spend interacting with your agent. Measured by amount of users and time spent.User Retention Graph
Analyze user conversations over time with your agent through a graph. Measure by amount of conversations and date based on your chosen time range.Total Conversations Graph

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Time Range Selection

Analytics data can be filtered by time period to help you analyze trends and performance over specific intervals.

Preset Time Ranges

Select from convenient preset time ranges:
  • Last 1 Hour
  • Last 24 Hours
  • Last 7 Days
  • Last 30 Days
  • Last 90 Days
  • Last Year

Custom Date Range

For more targeted analysis, select a custom date range using the date picker:
  1. Click the calendar icon to open the date picker
  2. Select your start and end dates
  3. The analytics will automatically update to show data from your selected period
Compare shorter time periods (like the past week) with longer periods (like the past month) to identify trends and patterns in user behavior.

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Geographic Insights

Enable GeoAnalytics in the settings tab of your agent to gain insights into the geographical distribution of your users:
GeoAnalytics is an optional feature that provides valuable location-based data about users interacting with your agent.
GeoAnalytics Map GeoAnalytics tracks unique website traffic, capturing all IPs that access your site. While it doesn’t directly measure agent usage, it provides insights into the total number of visitors, with a percentage of these visitors likely engaging in conversations with your agent.
Unique traffic graph
Enabling GeoAnalytics incurs an additional credit cost of 0.1 per request on your website.

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Voiceflow-Specific Analytics

If you’re using our Voiceflow integration, you’ll have access to additional analytics specific to the platform:

Top Intents

Visualize the most frequently triggered intents in a pie chart. Hover over the specific pie pieces to see the intent name.Top Intents Pie Chart

Understood Messages

See the percentage of messages successfully understood by your assistant. Green represents understood while red represents not understood messages by the voiceflow AI.Understood Messages Pie Chart

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Custom Metric Charts

The custom metric charts feature allows you to create your own personalized charts to track exactly what matters most to your business. Think of it like building your own dashboard of important information!
Custom charts help you focus on the specific metrics that are most important for your particular use case or business goals.
Custom Charts Overview

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Adding Your First Custom Chart

Creating a custom chart is super easy! Just follow these simple steps:

Click Add Custom Chart

Look for the “Add Custom Chart” button at the top of your Analytics page.

Choose a Chart Type

Select from different chart types based on what you want to show:
  • Line Charts: Great for showing changes over time
  • Bar/Column Charts: Perfect for comparing different values
  • Pie/Donut Charts: Excellent for showing percentages or proportions
  • Number Charts: Simple displays of important single values

Select Your Metric

Choose which piece of data you want to track from the dropdown menu of available metrics.

Customize Your Chart

Give your chart a title, description, choose an icon, and set its size on the dashboard.

Save Your Chart

Click “Add Metric Chart” to add it to your dashboard!

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Types of Custom Charts

Line Charts

Show how values change over time. Great for tracking trends like conversation counts or user engagement over days or weeks.Line Chart Example

Bar & Column Charts

Compare different values side by side. Perfect for comparing metrics across different categories or time periods.Bar Chart Example

Pie & Donut Charts

Show proportions or percentages. Ideal for visualizing how different parts make up a whole, like the types of questions users ask.Pie Chart Example

Number Charts

Display a single important value with a big, bold number. Great for key performance indicators (KPIs) that you want to see at a glance.Number Chart Example

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Customizing Your Charts

Make your charts truly yours with these customization options:
Choose how much space your chart takes up on the dashboard:
  • Small: Takes up 1/5 of the row width
  • Medium: Takes up 2/5 of the row width
  • Large: Takes up 3/5 of the row width
  • Full Width: Spans the entire row
Pick an icon that represents your data best! Choose from preset icons like users, chat bubbles, timer, or even upload your own custom icon.
For boolean (true/false) or enum (category) metrics, you can choose which specific values to display in your chart.
For number charts, choose whether to display the total sum or the average of values.

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Managing Your Custom Charts

Once you’ve added charts to your dashboard, you can easily manage them to keep your analytics view organized and relevant.
  • Edit Charts: Click the edit icon on any custom chart to change its settings
  • Delete Charts: Remove charts you no longer need by clicking the delete icon
  • Expand Charts: Click the expand icon to see a larger view with more detailed data
Managing Custom Charts

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Chart Examples To Try

Here are some useful custom charts you might want to create:
  • Conversion Rate: Track how many chat visitors become customers
  • Question Categories: See what types of questions users ask most often
  • Support Issues: Monitor common support issues to improve your agent
  • Regional Activity: Compare user engagement across different regions
  • Time-to-Resolution: Measure how quickly your agent resolves user queries
Remember that the available metrics depend on what data your agent collects. Some metrics might need to be set up by your development team.

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Handoff Analytics

Handoff Analytics provides detailed insights into how live agent handoffs are performing, helping you optimize human agent response times and handling efficiency.
When customers need human assistance, they can request a handoff to a live agent. The Handoff Analytics section helps you track and analyze these handoff interactions to ensure optimal customer service. Handoff Analytics Overview

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Overview Metrics

Get a quick snapshot of handoff performance with three key metrics at the top of the section:

Total Accepted Handovers

The total number of handoff requests that were accepted by live agents during the selected time period.

Average Response Time

The average time agents take to respond to customer messages during a handoff, calculated per customer message.

Average Handling Time (AHT)

The average duration from when an agent accepts a handoff until the conversation is completed or passed back to AI.
All calculations are performed on the backend to ensure accuracy. These metrics automatically respect your selected time range filter.

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Per-Agent Handoff Analytics

View detailed performance metrics for each agent who has handled handoffs:
Displays the agent’s profile picture, name, and unique agent ID. Each agent’s avatar is highlighted with a primary colored border.
Shows which organization the agent belongs to:
  • Convocore: Main dashboard agents (your primary team)
  • Organization Name: Agents from specific organizations (if using multi-org setup)
Organization logos are displayed as circular avatars with primary colored borders.
The number of handoff requests this specific agent has accepted during the time period.
How long this agent takes on average to respond to customer messages, calculated as total handling time divided by number of customer messages.
The average duration this agent takes to complete a handoff from acceptance to completion.
Agents are automatically sorted by the number of accepted handovers (highest to lowest) to highlight your most active team members.

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Per-Organization Handoff Analytics

For teams with multiple organizations, view aggregated metrics by organization:

Organization Performance

See which organizations are handling the most handoffs and how efficiently they’re responding to customers.

Cross-Organization Comparison

Compare performance metrics across different organizations to identify best practices and areas for improvement.
The organization table includes:
  • Organization logo and name
  • Total accepted handovers for that organization
  • Average response time across all agents in that organization
  • Average handling time for the organization

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How Handoff Metrics Are Calculated

Accepted Handover Count

Counts all handoff requests that were accepted by live agents within your selected time range. Each handoff is tracked individually, even if the same conversation has multiple handoffs.

Average Response Time

For each handoff, we calculate:
  1. Count total customer messages during the handoff period
  2. Divide the total handling time by number of customer messages
  3. Average across all handoffs
This gives you the average time an agent had per customer message, providing a more accurate measure of responsiveness.

Average Handling Time

Calculated as the duration from when the agent accepts the handoff to when:
  • The conversation is passed back to the AI agent
  • The chat is marked as complete
Only completed handoffs are included in this calculation.
Incomplete handoffs (where the conversation hasn’t been completed or passed back to AI) are excluded from Average Handling Time calculations to ensure accuracy.

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Multiple Handoffs Per Conversation

The system properly tracks multiple handoffs within the same conversation!
If a conversation is passed to AI and then later handed off again, each handoff is tracked separately: Example Scenario:
  1. Customer chats with AI
  2. Handoff to Agent A from Convocore → Tracked ✓
  3. Agent A passes back to AI
  4. Later, handoff to Agent B from Organization “ACME Corp” → Also tracked ✓
Analytics will show:
  • Agent A: 1 accepted handover
  • Agent B: 1 accepted handover
  • Convocore: 1 handover
  • Organization “ACME Corp”: 1 handover

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Customizing Handoff Analytics Display

You can control whether handoff analytics are visible in your dashboard:

Access Settings

Navigate to your agent’s Settings tab or Organization Client settings.

Find Analytics Options

Look for the “Hide Handoff Analytics” checkbox in the analytics configuration section.

Toggle Visibility

Check the box to hide handoff analytics from the Analytics tab, or uncheck to show them.
This setting is useful if you don’t use live agent handoffs or want to simplify your analytics dashboard.

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Best Practices for Handoff Analytics

Keep an eye on average response times to ensure customers aren’t waiting too long. Set internal benchmarks and track improvements over time.
Use the per-agent analytics to recognize team members who handle handoffs efficiently and learn from their best practices.
Analyze handoff patterns across different time periods to understand when you need more live agents available.
If using multiple organizations, compare metrics to identify which teams need additional training or support.
After implementing changes to your handoff process, use different time ranges to measure the impact on response and handling times.
Combine handoff analytics with other metrics like conversation ratings and retention to get a complete picture of customer satisfaction during live agent interactions.

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Interpreting Your Analytics

Understanding your analytics is crucial for optimizing your AI agent’s performance and enhancing user experience. By regularly reviewing these metrics, you can gain valuable insights into how users interact with your agent, identify areas for improvement, and make data-driven decisions to increase efficiency and engagement.
Regular analysis of your analytics can help you:
  • Identify peak usage times
  • Understand user behavior
  • Optimize your agent’s responses
  • Track improvements after updates to your agent

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Tips to use the analytics efficiently:

Select Time Range

Use the time range filter or custom date picker to view data for specific periods:Time Range Filter

Compare Metrics

Analyze trends by comparing different metrics side by side. This allows you to identify correlations and patterns across various performance indicators.

Monitor Trends

Look for patterns in user interactions over time. This helps you understand peak usage times and general engagement patterns.

Optimize Performance

If average chat duration is high, consider ways to make your agent more efficient. This might involve refining responses or improving the knowledge base.

Enhance User Retention

Analyze the user retention graph to see where users tend to drop off and improve those areas. This can help increase overall engagement and satisfaction.

Identify Areas for Improvement

When using voiceflow, utilize metrics like “Understood Messages” to refine your agent’s comprehension. Focus on improving areas where the agent struggles to understand user inputs.