Skip to content

Analytics & Performance Overview

The "Analytics & Performance" section of Holostaff AI provides comprehensive insights into the effectiveness of your AI staff and the overall health of your customer interactions. Understanding these metrics is vital for optimizing AI performance, identifying areas for improvement, and demonstrating the value Holostaff AI brings to your business.

Access this section from your Holostaff AI Dashboard by clicking on "Analytics" in the main navigation menu.

The Analytics interface is organized into several tabs, offering different perspectives on your AI's performance:

  1. Overview: Provides a high-level summary of key performance indicators and general trends.
  2. Conversations: Delves deeper into the specifics of user interactions, including conversation types, metrics, and recent dialogue logs.
  3. Staff Performance: Focuses on the individual and collective performance of your AI staff members.

Key Performance Indicators (KPIs)

Regardless of the tab you're viewing, several core KPIs are tracked and displayed. These provide a quick understanding of your AI operations:

  • Total AI Staff: The current count of all AI staff members configured in your account.
  • Active AI Staff: The number of AI staff members actively deployed and available for interactions.
  • Total Interactions: The total volume of conversations or engagements initiated with your AI staff over a given period.
  • Average Satisfaction: The average score of user satisfaction with AI interactions, typically derived from user feedback ratings.
  • Resolution Rate: The percentage of conversations successfully resolved by the AI without requiring human intervention.
  • Average Duration: The average length of time users spend interacting with your AI staff per conversation.

These metrics help you gauge the overall efficiency and effectiveness of your AI workforce.

Overview Tab

The "Overview" tab presents a high-level summary of your AI's performance, allowing you to quickly assess its impact.

  • Overview Stats: Displays the current values of key performance indicators (KPIs) alongside their percentage change compared to a previous period. This helps you quickly identify trends and performance shifts.
  • Conversation Trends Chart: A visual representation (e.g., a line chart) showing the progression of total conversations and resolved conversations over time (e.g., the last 30 days). This chart helps you understand the evolution of your AI's interaction volume and resolution efficiency.

Conversations Tab

This tab offers a deeper dive into the interactions between your users and your AI staff, providing detailed insights into the nature and quality of these engagements.

  • Conversation Types Chart: A donut or pie chart illustrating the distribution of conversation topics. This helps you understand what users most frequently ask your AI about, allowing you to optimize your content or assign specialized AI staff.
  • Conversation Metrics: Detailed numerical metrics related to conversations, such as:
    • Average Duration: The computed average time spent on each conversation.
    • First Response Time: The average time it takes for your AI to provide the first response to a user query.
    • Customer Satisfaction: An overall measure of user happiness with the AI's interactions.
    • Total Conversations: The raw count of all completed interactions.
    • Resolved Conversations: The count of conversations successfully resolved by the AI.
  • Recent Conversations List: A table displaying the most recent interactions, including details like:
    • The AI agent involved.
    • The customer's ID (or a unique identifier).
    • The conversation's main topic.
    • The date and time of the interaction.
    • The conversation's status (e.g., resolved, open, escalated).
    • The user's satisfaction rating.
    • You can often click on individual conversations in this list to view their full transcript and detailed context in a modal window.

Staff Performance Tab

This tab focuses on the individual and collective contributions of your AI staff members, allowing you to identify top performers and areas for individual optimization.

  • Staff Performance Metrics Chart: A chart (e.g., a bar chart) comparing the interaction volume or another key metric across your different AI staff members. This provides a visual comparison of individual performance.
  • Staff Details Table: A comprehensive table listing each of your AI staff members with their specific performance data, such as:
    • Number of conversations handled.
    • Average conversation duration.
    • Individual resolution rates.
    • Average satisfaction ratings received by that specific AI staff member.

By leveraging these analytics, you can continuously improve your AI staff operations, refining their knowledge, optimizing their behavior, and demonstrating the tangible business benefits of Holostaff AI.