Analytics Overview

The Analytics page provides detailed insights into your conversation performance, lead qualification rates, and channel effectiveness. Use analytics to identify trends, optimize your qualification process, and understand which channels drive the best results.

Analytics Features

Standard Analytics

The main Analytics page shows:

• Total Conversations: All conversations across channels
• Qualified Leads: Leads that met qualification criteria
• Conversion Rates: Percentage of conversations that qualified
• Channel Performance: Breakdown by email, SMS, chat, voice
• Time-based Trends: Performance over time

Conversation Intelligence

Conversation Intelligence provides AI-powered analysis:

• Response Time Analysis: How response speed affects outcomes
• Missed Follow-ups Queue: Conversations needing attention
• Objection Analysis: Common objections and handling rates
• Intent & Risk Classification: Automatic conversation classification

Outcome Tracking

Outcome Tracking measures AI action effectiveness:

• Appointment Booking Success: Track booking outcomes
• Escalation Patterns: Understand when and why escalations happen
• Action Effectiveness: See which AI actions lead to desired results

See the dedicated documentation for each feature to learn more.

Date Ranges

Analytics data can be viewed for different time periods:

• Last 7 Days: Short-term trends and recent performance
• Last 30 Days: Monthly view (default)
• Last 90 Days: Quarterly trends and patterns

Data is calculated from the start of the selected period to the current date. Metrics update in real-time as new conversations occur.

Key Metrics

Total Conversations

Total conversations across all channels (voice, SMS, chat, email) for the selected period. This metric includes:

• All conversation types regardless of outcome
• Both qualified and unqualified leads
• Real-time updates as conversations occur

Qualified Leads

Number of leads that met your qualification criteria during the selected period. Qualification happens automatically during conversations based on:

• Budget requirements
• Timeline expectations
• Project scope
• Other criteria defined in your AI configuration

Conversion Rate

The percentage of conversations that resulted in qualified leads. Calculated as:

Conversion Rate = (Qualified Leads / Total Conversations) × 100

A higher conversion rate indicates better lead quality. Industry averages typically range from 20-30%, but this varies by:

• Industry
• Qualification criteria strictness
• Lead source quality

Average Call Duration

Average length of voice calls in minutes. Measured from call start to end, including:

• Active conversation time
• Hold time
• Transfer time
• Any pauses or delays

This metric helps you understand:

• How engaged callers are
• Whether conversations are completing naturally
• If call length correlates with qualification

Channel Types

The platform tracks conversations across multiple channels:

• Voice: Phone calls handled by your AI assistant
• SMS: Text message conversations
• Chat: Web widget conversations on your website
• Email: Email thread conversations

Each channel has unique characteristics:

• Voice: Real-time, highest engagement, requires phone number
• SMS: Asynchronous, high open rates, mobile-friendly
• Chat: Website-integrated, immediate response, visual interface
• Email: Formal communication, detailed responses, attachment support

Charts and Visualizations

Conversations Over Time

Line chart showing conversation trends over the selected period. Use this to:

• Identify patterns and peak times
• Track growth trends
• Spot anomalies or unusual activity
• Compare periods

Channel Distribution

Pie chart showing the breakdown of conversations by channel type. Helps you understand:

• Which channels are most popular
• Channel mix and balance
• Where to focus optimization efforts

Conversations by Channel

Bar chart comparing conversation volume across channels over time. Use this to:

• Identify which channels are most effective
• Track channel performance trends
• Make data-driven decisions about channel focus

Shortlink Analytics

When shortlink tracking is enabled, you can track detailed analytics on link clicks:

• Click Tracking: See which links customers click and when
• Channel Performance: Identify which channels drive the most clicks
• Geographic Data: Understand where clicks are coming from
• UTM Integration: Automatic UTM parameters for Google Analytics
• Click History: Detailed log of every click with timestamps

Access Shortlink Analytics:

• View in Analytics dashboard
• See individual shortlink performance
• Export click data for analysis
• Track clicks by channel, campaign, or date range

Learn more about configuring shortlinks in Shortlinks and Domain Management.

Export Functionality

Export analytics data to CSV format for:

• External analysis in spreadsheet tools
• Reporting and presentations
• Long-term data storage
• Custom visualizations

Exported data includes:

• All metrics for the selected period
• Channel breakdowns
• Time series data
• Date range information
• Shortlink click data (when available)

Interpreting Analytics

Good Conversion Rates

• 20-30%: Industry average, solid performance
• 30-40%: Above average, strong qualification process
• 40%+: Excellent, highly targeted leads

Channel Performance

Compare channels to identify:

• Which channels drive the most qualified leads
• Where to invest more resources
• Channel-specific optimization opportunities

Trends to Watch

• Increasing conversion rate: Improving qualification or better lead quality
• Decreasing conversion rate: May need to adjust criteria or review lead sources
• Channel shifts: Changes in how customers prefer to contact you
• Seasonal patterns: Identify peak times and plan accordingly

Best Practices

1. Regular Review: Check analytics weekly to spot trends early
2. Compare Periods: Compare current period to previous periods to measure improvement
3. Channel Analysis: Focus optimization on channels with lower conversion rates
4. Export Data: Keep historical exports for long-term trend analysis
5. Set Goals: Use analytics to set and track qualification rate goals

Next Steps

• Review detailed conversation data in the Conversations page
• Configure qualification criteria in Settings
• Set up shortlink tracking in Shortlinks and Domain Management
• Optimize workflows in Email Workflows or SMS Workflows
• View detailed metrics in Metrics Guide