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
Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
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, go to your Dialpad Admin Portal.
Select Analytics
Select All digital
Select the Contact Center where your AI Agent is connected
Choose the date range
Select the AI Agent(s)
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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 its 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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