Use Agent analytics to review AI agent activity, resolution outcomes, and feedback over time.
If you need to investigate knowledge content performance, use Knowledge analytics. If you need to investigate Case management performance in more detail, use HR Case management analytics. To review overall platform adoption and performance, use Global analytics.
Before you begin
You need:
- Access to Analytics.
- An administrator role that can open the Analytics Dashboard.
Open Agent analytics
- From Applaud admin, select Analytics Dashboard.
- Select Agent analytics.
The filter bar at the top of the page lets you filter results by:
- Period
- Role
- Channel
- Custom user properties configured for analytics.
Charts update when you change a filter.
Review Agent analytics
Use Agent analytics to:
- Monitor AI conversations and message volume.
- Review helpfulness and Tier zero support resolution.
- Compare agent-level performance and health.
- Understand channel and tool usage.
- Identify strong and weak topics for improvement.