Observe
The Observe section provides comprehensive monitoring and analytics capabilities to track your AI agent’s performance and customer interactions.1. Conversations
Monitor and analyze customer interactions across all channels to ensure optimal performance and customer satisfaction.1.1. Monitor Conversations
Real-time and historical conversation monitoring with:- Live conversation tracking and oversight
- Conversation thread visualization
- Agent response quality assessment
- Customer satisfaction scoring
- Issue identification and flagging
- Multi-channel conversation aggregation
- Search and filtering capabilities
- Conversation export and archiving
2. Analytics
Comprehensive analytics and reporting tools to gain insights into your AI agent’s performance and customer behavior patterns.2.1. Analyze Conversations / Calls
Detailed analysis of customer interactions providing:- Conversation outcome classification
- Response time and resolution metrics
- Customer sentiment analysis throughout conversations
- Agent accuracy and effectiveness scoring
- Common issue identification and trending
- Peak usage time analysis
- Channel performance comparison
- Customer journey mapping
- Success rate tracking by conversation type
- Automated insights and recommendations
- Custom reporting and dashboard creation
- Data export for external analysis tools