Understanding your AI agent analytics
Track deflection rate, CSAT, confidence distribution, and the top ten unanswered questions — the four metrics that drive the biggest weekly gains for your AI agent.
The analytics dashboard tells you where the agent is winning, where it is losing, and what to fix next. Check it weekly for the first month, monthly after that.
The four numbers that matter
- Deflection rate — share of conversations the agent resolved without human handoff. Healthy is 55–75%.
- CSAT after AI-only chats — if this is below 4.2/5, tighten your handoff rules.
- Confidence distribution — a right-skewed distribution with most conversations above 0.85 is the goal.
- Top ten unanswered questions — directly feed these into new FAQ documents for the agent to learn from.
Enterprise customers also get cohort analytics — returning customers, first-time buyers, high-LTV — so you can tune tone per segment.
Browse other help categories
Getting started
Create your SMSLocal account, add INR credits to your wallet, complete DLT registration, and send your first compliant SMS, WhatsApp, or OTP in under fifteen minutes.
SMS campaigns
SMS content templates, DLT routing, sender ID setup, delivery report statuses, bulk campaign scheduling, throttle controls, and automatic retry logic for India.
WhatsApp Business API
Complete guide to WhatsApp Business API — onboarding, Meta template approval, chatbot flow setup, shared team inbox, quality rating management, and conversation analytics.
OTP & Transactional
Priority routing to the fastest carrier, automatic retry and failover logic, idempotency keys to prevent double-sends, and WhatsApp OTP fallback when SMS is slow or fails.
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