Voice based agent metrics

• Total Call Minutes: The total number of call between the agent and the users within the selected date range.

• Number of Calls: The number of calls per day within the selected date range.

• Reason Call Ended: The reason the call was ended.

• Interactions: The number of times users interact with your assistant.

• Average Interaction Count: The average number of interactions per conversation.

• Top Misunderstood Queries: The number of unique users that have interacted with your assistant.

• Top Topics: The topics assigned to the most number of conversations.

Text based agent metrics

• Total Conversations: The total number of conversations between the agent and the users within the selected date range.

• Conversations: The number of conversations your assistant has had per day.

• Total Incoming Text Messages: The total number of incoming text messages from the users within the selected date range.

• Daily Incoming Text Messages: The number of incoming text messages per day within the selected date range.

• Total Interactions: The total number of times users interact with your assistant, not just messages.

• Average Interaction Count: The average number of interactions per conversation.

• Unique Users: The number of unique users that have interacted with your assistant. (Only through the ChatDash chat widget)

• Geographical Representation: The geographical distribution of your users measured as conversations by country. (Only through the ChatDash chat widget)

• Top Misunderstood Queries: The topics with the most user queries that your assistant misunderstood.

• Top Topics: The topics assigned to the most number of conversations.

Note: Unique Users and Geographical Representation metrics are enabled solely by data collected through the ChatDash chat widget.

There are platform-specific analytics metrics available as well:

Voiceflow

• Token Usage: The token usage by models.

• Top Intents: The most popular queries users ask your assistant

• Recognition Rate: The % of messages understood by your assistant

Layout customization

The layout and sizes of the charts can be customized by clicking on the Edit Layout button on the Analytics page of the client dashboard only in agency preview mode (clicking on the Preview button on agency dashboard Clients page).

Agency can also create custom charts for their clients that we do not provide by default. Take a look at Custom metrics guide to create custom charts.

Analytics Template

Create a template of the analytics page so agency can easily apply it to multiple clients without having to manually configure the layout and custom charts multiple times.

Create Template

1. Login to agency dashboard and navigate to Clients page.

2. Go to a specific client’s analytics dashboard by clicking Preview.

3. Customize client’s analytics page by editing layout, configuring Client access, and adding Custom metrics.

4. Once the analytics is the way you want it, click on Template → Add to Template.
   

   

5. Enter a name and description and click Create.
   

   

6. Exit Preview to go back to agency dashboard.

7. Go to the client’s analytics dashboard of the agent you want to apply the template to by clicking on Preview.

8. Click on Template → Apply Template and select the template you want to apply and click Apply Template.
   Only the template for the same platform will show. (If the current agent is Retell, only templates created from a Retell agent will show).
   

   

9. Now the analytics should have the same charts and layout as the template.

Delete Template

• Click on Template → Apply Template.

• Click on the trash can icon and a Really Delete? button will appear.

  

• When clicking on the Really Delete, it will delete the template. If you want to cancel, click on the X mark button.