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Analytics: what each figure measures

What the Analytics screen shows (conversations, replies, handoffs, leads, credits and ratings), how to choose the period and what you will not find there.

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Analytics
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In this article

Analytics shows what your agents do and what your customers ask for in the period you choose, and compares each figure with the period before. Everyone on the team can see it. It does not include the tests you run in the Playground tab.

Choose the period and the agent

  • Period. Choose Last 7 days, Last 30 days, Last 90 days or Custom, with the From and To dates. When you open the screen it shows the last 30 days.
  • Agent. With All agents you see the whole account. Choose one to see only its own.

Days start at midnight in your account’s Time zone, which is changed under Settings › Company.

The eight figures

FigureWhat it counts
ConversationsThe conversations that started in the period
MessagesEvery message in the period: your customers’, your agents’ and your team’s
AI repliesThe replies your agents wrote
Replies by peopleThe replies your team wrote from Conversations
Handed to a personThe percentage of conversations an agent handed to your team. Underneath, how many they are
Conversations resolvedThe percentage of conversations your team marked as resolved. Underneath, how many they are
LeadsThe contacts your agents, or the chat’s form, collected
CreditsThe credits used in the period

Under each figure you read how it has changed against the previous period, which is the same length: with the last 30 days, it is compared with the 30 before. If there was nothing before, it says “No activity in the previous period”. For the two percentages, the change is in percentage points (“pp”): going from 10% to 12% is 2 points.

A high percentage of handoffs is neither good nor bad in itself. If your rules ask for complaints to be passed to a person, it is to be expected; if it rises for no reason, look under To review at what the agent is failing to answer.

Over time, channels and agents

  • Over time. A chart day by day. You choose what to see: Conversations, Messages, Leads, Handoffs or Credits.
  • By channel. Where conversations start: your website chat, WhatsApp or Instagram, with their messages, their leads and their credits.
  • By agent. Which agent handles the most conversations, with the same facts.

Quality of the answers

At the bottom of the screen there are two sections about whether your agents answer well:

  • Ratings from your customers. The percentage of answers your website visitors marked as helpful, how many they marked each way, and the split By agent. See ratings on answers.
  • Questions to review. How many questions are waiting for your answer right now and the latest ones left without an answer, with the Review now button. This figure is for this moment, not for the period. See questions to review.

What you will not find

  • Tests. What you type in the Playground tab does not count, although it does use credits: that spending is under Usage.
  • Appointments. Booked appointments have no figures here. They are under Appointments, with their list and filters.
  • Sales or revenue. iAgentify does not know what a customer ended up buying. The closest thing is the leads and their status, under Leads.
  • One particular conversation. Analytics gives totals. To read what was said, go to Conversations.
  • A download button. The figures cannot be exported from this screen. Leads can be taken to a spreadsheet: see export your leads.

Other places to see how things are going

  • Overview, the first screen, shows the last 30 days at a glance, today’s appointments and how many conversations are waiting for a person.
  • Usage details what the credits are spent on: by agent, by channel, by model and by day.
  • The weekly summary takes the week’s figures to the email of owners and admins every Monday: see the weekly summary email.

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