Ai Agent Analytics
    • 13 Dec 2024
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    Ai Agent Analytics

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    Article summary

    Dialpad's analytics feature allows users to identify trends and customer knowledge gaps by analyzing metrics such as deflection rate and customer feedback. Available to users on Advanced or Premium plans, Ai Agents can be connected to a Digital Contact Center. To access analytics, users navigate to the Dialpad Admin Portal and select the relevant options. The analytics dashboard includes four graphs: the Deflection Rate graph shows the percentage of automated interactions; the Question Breakdown graph details the types of questions asked; the Answers Breakdown indicates how many questions were successfully answered; and the Answer Feedback graph displays user ratings of chatbot responses. Users can save searches for future reference, although exporting analytics data is not currently available. Overall, these tools help enhance customer service by providing insights into chatbot performance and user interactions.

    Use Dialpad's Ai Agent analytics to discover trends and understand customer knowledge gaps. Drill into your deflection rate, customer feedback, and more.

    Let’s dive into the details.

    Who can use this

    Ai Agents are available to Dialpad Support users on an Advanced or Premium plan.

    To connect an Ai Agent to your Contact Center, you must have a Digital Contact Center with a Webchat channel.

    To access your Ai Agent’s analytics, head to your Dialpad Admin Portal.

    1. Select Analytics 

    2. Select All digital

    3. Select the Contact Center where your Ai Agent is connected

    4. Choose the date range

    5. Select the Ai Agent(s)

    6. Select Ai Agents

    Here, you’ll find 4 different graphs displaying your chatbot’s deflection rate, answer accuracy and more. 

    Deflection rate 

    The Deflection rate graph displays the percentage of interactions that were fully automated and did not connect to an agent.  

    Hover over each day to see it’s deflection rate and number of digital interactions. 

    The large number displays the average deflection rate over the filtered time period. 

    Question breakdown

    The Question breakdown graph displays a breakdown of all questions that were asked to your chatbot. Here, you’ll see the detected intent, as well as totals for the number of questions asked, the question type and if the user requested to speak to an agent.  

    Hover over a day to view the daily breakdown.

    Answers breakdown

    The Answers Breakdown lets you know if your chatbot was able to provide an answer to the user’s question.

    Hover over a day to view the daily breakdown of how many questions were successfully answered or were not found. 

    Answer feedback

    The Answer Feedback graph displays the number of thumbs up and thumbs down feedback given on chatbot answers.

    Hover over a day to view the daily breakdown of how many questions were voted good or bad. 

    Frequently asked questions

    Can I export Ai Agent analytics data?

    Not yet, but stay tuned, we’re working on it!

    Can I save a search?

    Absolutely! Once you’ve selected your Ai Agent(s) and Contact Center(s), select Save this search to save these filters.

    Once you’ve named your search, it will show up on the sidebar, in the My searches section.


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