Understanding your AI agent analytics
Deflection rate, CSAT, confidence distribution, and the top ten questions drive the biggest wins.
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.
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Getting started
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SMS campaigns
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Onboarding, template approval, chatbot flows, team inbox, quality rating, and analytics.
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Priority routing, retry logic, idempotency keys, carrier failover, and WhatsApp OTP fallback.
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