Reporting

2:45 PM - New conversation started (WhatsApp)
2:44 PM - Appointment booked via AI Agent
2:43 PM - Conversation resolved (5-star rating)
2:42 PM - Human agent took over conversation
2:40 PM - New customer inquiry (Web)
```text

**[Screenshot placeholder: Real-time activity feed]**

---

## Conversation Analytics

### Volume Trends

Track conversation volume over time:

**Metrics:**
- Total conversations
- New vs returning customers
- Conversations by channel
- Peak hours/days
- Growth trends

**Views:**
- Hourly (last 24 hours)
- Daily (last 30 days)
- Weekly (last 12 weeks)
- Monthly (last 12 months)
- Custom date range

**Chart:**
```text
Conversations Over Time

400│                                    ╭──
   │                               ╭────╯
300│                          ╭────╯
   │                     ╭────╯
200│                ╭────╯
   │           ╭────╯
100│      ╭────╯
   │──────╯
   └───────────────────────────────────────
   Mon  Tue  Wed  Thu  Fri  Sat  Sun
```text

**[Screenshot placeholder: Volume trends chart]**

### Channel Performance

Compare performance across channels:

**By Channel:**
| Channel | Sessions | Messages | Successful Sessions | Avg Response Time |
|---------|----------|----------|---------------------|-------------------|
| WhatsApp | 1,245 | 8,920 | 1,170 (94%) | 0.8s |
| Telephony | 678 | 3,456 | 603 (89%) | 1.2s |
| Web | 432 | 2,145 | 397 (92%) | 0.5s |

**Insights:**
- Most popular channel
- Best performing channel
- Channel preferences by customer segment
- Cross-channel journey patterns

**[Screenshot placeholder: Channel comparison]**

### Resolution Metrics

Track how effectively issues are resolved:

**Resolution Rate:**
- Overall resolution rate
- AI-only resolution rate
- Resolution rate by channel
- Resolution rate by topic

**Time to Resolution:**
- Average time to resolve
- Distribution by complexity
- By channel
- By agent

**Resolution Path:**
```text
Fully Automated (68%):
Customer → AI Agent → Resolved

With Human Assistance (24%):
Customer → AI Agent → Human Agent → Resolved

Immediate Human (8%):
Customer → Human Agent → Resolved
```text

**[Screenshot placeholder: Resolution funnel]**

---

## AI Performance

### AI Agent Metrics

Track AI Agent effectiveness:

**Automation Metrics:**
- **Automation Rate** - % fully handled by AI
- **Average Confidence** - AI certainty across all responses
- **Low Confidence Rate** - % of responses below threshold
- **Takeover Rate** - % requiring human intervention

**Performance By:**
- Time of day
- Day of week
- Channel
- Topic/intent
- Customer segment

**[Screenshot placeholder: AI performance dashboard]**

### Intent Detection

Analyze what customers are asking for:

**Top Intents:**
```text
1. Appointment Booking (42%)
   - Confidence: 96%
   - Resolution: 98%

2. Product Inquiry (28%)
   - Confidence: 94%
   - Resolution: 91%

3. Support Request (15%)
   - Confidence: 89%
   - Resolution: 85%

4. Billing Question (10%)
   - Confidence: 92%
   - Resolution: 88%

5. General Information (5%)
   - Confidence: 97%
   - Resolution: 99%
```text

**Intent Trends:**
- Growing intents
- Declining intents
- Seasonal patterns
- New intents detected

**[Screenshot placeholder: Intent distribution pie chart]**

### Confidence Analysis

Track AI confidence levels:

**Confidence Distribution:**
```text
High Confidence (90-100%): 78% of responses
Medium Confidence (70-89%): 18% of responses
Low Confidence (<70%): 4% of responses
```text

**Low Confidence Patterns:**
- Common topics with low confidence
- Specific phrases causing confusion
- Integration failures
- Missing knowledge base content

**Improvement Areas:**
- Add training data for specific topics
- Improve integration reliability
- Expand knowledge base
- Refine intent models

**[Screenshot placeholder: Confidence distribution]**

---

## Customer Analytics

### Customer Engagement

Understand customer behavior:

**Engagement Metrics:**
- Active customers (last 30 days)
- Average conversations per customer
- Repeat conversation rate
- Customer retention rate
- Churn rate

**Customer Segments:**
```text
VIP Customers (5%):
- 312 customers
- Avg LTV: $2,450
- Engagement: 8.2 sessions/month

Active Customers (35%):
- 2,187 customers
- Avg LTV: $680
- Engagement: 3.1 sessions/month

Inactive Customers (60%):
- 3,745 customers
- Avg LTV: $180
- Last contact: 90+ days ago
```text

**[Screenshot placeholder: Customer segmentation]**

### Customer Lifetime Value

Track customer value:

**LTV Analysis:**
- Average customer lifetime value
- LTV by segment
- LTV trends over time
- High-value customer characteristics

**Revenue Attribution:**
- Revenue from conversations
- Conversion rate
- Average deal size
- Upsell success rate

**[Screenshot placeholder: LTV distribution]**

---

## Team Performance

### Agent Analytics

Track human agent performance:

**Individual Metrics:**
| Agent | Sessions | Avg Response Time | Successful Sessions | Messages |
|-------|----------|-------------------|---------------------|----------|
| Sarah | 145 | 2.3 min | 139 (96%) | 876 |
| Mike | 132 | 1.8 min | 124 (94%) | 798 |
| Jessica | 128 | 2.1 min | 122 (95%) | 745 |

**Team Metrics:**
- Total sessions handled
- Average handling time
- First response time
- Successful session rate
- Productivity trends

**[Screenshot placeholder: Team leaderboard]**

### Workload Distribution

Monitor team workload:

**Current Load:**
```text
Sarah: 8 active conversations (High)
Mike: 5 active conversations (Normal)
Jessica: 3 active conversations (Low)

Queue: 2 unassigned conversations
Average wait time: 1.2 minutes
```text

**Historical Load:**
- Conversations per agent per day
- Peak hours by agent
- Workload balance
- Capacity planning insights

**[Screenshot placeholder: Workload distribution]**

---

## Integration Analytics

### Integration Performance

Track integration usage and success:

**By Integration:**
```text
Google Calendar:
- 1,245 appointments booked
- 98% success rate
- Avg booking time: 45 seconds

HubSpot CRM:
- 892 contacts synced
- 1,456 activities logged
- 99% sync success rate

Shopify:
- 432 product inquiries
- 89 orders created
- $23,450 in conversation-driven revenue
```text

**Integration Health:**
- Uptime percentage
- Error rate
- Response time
- Last sync status

**[Screenshot placeholder: Integration metrics]**

---

## Custom Reports

### Report Builder

Create custom reports:

**Report Types:**
- Conversation reports
- Customer reports
- Agent performance reports
- Channel reports
- Integration reports
- Financial reports

**Customization Options:**
```text
1. Select Metrics:
   - Calls
   - Minutes
   - Messages
   - Sessions
   - Successful sessions
   - Response time
   - Custom fields

2. Choose Filters:
   - Date range
   - Channels
   - Agents
   - Customer segments
   - Tags

3. Group By:
   - Time period (hour, day, week, month)
   - Channel
   - Agent
   - Topic
   - Customer segment

4. Visualization:
   - Line chart
   - Bar chart
   - Pie chart
   - Table
   - Heat map
```text

**[Screenshot placeholder: Report builder interface]**

### Scheduled Reports

Automate report delivery:

**Weekly Email Reports:**
Receive automated weekly performance summaries delivered directly to your inbox every Monday morning. These reports include:
- Total calls, minutes, messages, and sessions for the week
- Successful session rate and trends
- Channel breakdown and performance
- Week-over-week comparison

**Configuration:**
- Report frequency (weekly, monthly)
- Recipients (add multiple email addresses)
- Delivery time (default: Monday 9 AM)

**Example:**
```text
Weekly Performance Summary
- Every Monday at 9 AM
- Recipients: team@company.com
- Format: Email with PDF attachment
- Includes: Key metrics, channel breakdown, trends
```text

**[Screenshot placeholder: Scheduled reports]**

---

## Insights & Recommendations

### AI-Powered Insights

Automated insights from your data:

**Trends Detected:**
```text
📈 Conversation volume increased 15% this week
   Suggestion: Consider adding team capacity

📊 WhatsApp resolution rate improved to 96%
   Insight: Recent knowledge base updates effective

⚠️ Average response time increased during 2-4 PM
   Recommendation: Adjust team schedule for peak hours

✨ VIP customer satisfaction at all-time high (4.9/5)
   Action: Document and replicate successful approaches
```text

**Anomaly Detection:**
- Unusual spikes or drops
- Performance degradation
- Integration failures
- Quality issues

**[Screenshot placeholder: Insights panel]**

### Recommendations

Actionable suggestions:

**Knowledge Base:**
- "Add FAQ for top 10 unanswered questions"
- "Update outdated product information"
- "Create content for low-confidence intents"

**Team Optimization:**
- "Add coverage during peak hours (2-4 PM)"
- "Training opportunity: handling billing inquiries"
- "Recognize Sarah for consistent high ratings"

**Channel Strategy:**
- "Promote WhatsApp for better engagement"
- "Optimize web widget placement for visibility"
- "Consider adding SMS channel"

---

## Export & Sharing

### Export Options

Download your data:

**CSV Download:**
Export your conversation data as CSV files for detailed analysis in spreadsheets or other tools. CSV exports include:
- All conversation sessions with timestamps
- Message counts and response times
- Channel information
- Success/failure indicators
- Custom date range selection

**Export Formats:**
- CSV - For spreadsheet analysis and custom reporting
- PDF - Professional reports for sharing

**Export Scope:**
- Current view/filter
- Custom date range
- Specific metrics
- Complete dataset

**[Screenshot placeholder: Export dialog]**

### Dashboard Sharing

Share insights with your team:

**Sharing Options:**
- Public link (view-only)
- Invite team members
- Embedded in your tools
- Scheduled email delivery

**Access Control:**
- View only
- View and export
- Full access
- Custom permissions

---

## Best Practices

### Using Analytics Effectively

**Do:**
- Review dashboard daily
- Track trends over time
- Set goals and KPIs
- Act on insights
- Share with team
- Compare channels
- Monitor successful session rates
- Download CSV data regularly

**Don't:**
- Ignore warning signs
- Focus only on vanity metrics
- Neglect team performance
- Skip regular reviews
- Make decisions without data

### Key Metrics to Monitor

**Daily:**
- Calls and minutes used
- Messages sent/received
- Active sessions
- Successful session rate

**Weekly:**
- Session volume trends
- Channel performance
- Week-over-week growth
- Team performance

**Monthly:**
- Customer growth
- Total calls, minutes, messages
- Integration effectiveness
- Strategic goals progress

---

## Advanced Analytics

### Cohort Analysis

Track customer cohorts:

**Cohort Types:**
- By acquisition date
- By first channel
- By customer segment
- By campaign source

**Metrics:**
- Retention rate
- Engagement over time
- LTV progression
- Churn patterns

**[Screenshot placeholder: Cohort analysis]**

### Funnel Analysis

Track conversion funnels:

**Example Funnel:**
```text
Conversation Started: 1,000 customers
├─ Intent Detected: 950 (95%)
├─ Information Provided: 900 (90%)
├─ Action Proposed: 750 (75%)
├─ Customer Agreed: 600 (60%)
└─ Conversion Complete: 540 (54%)

Overall Conversion Rate: 54%
Drop-off Analysis: Largest drop at "Action Proposed" step
```text

**[Screenshot placeholder: Funnel visualization]**

---

## API Access

### Analytics API

Programmatic access to your data:

**Endpoints:**
- `/analytics/conversations` - Conversation metrics
- `/analytics/customers` - Customer metrics
- `/analytics/agents` - Team performance
- `/analytics/custom` - Custom queries

**Use Cases:**
- Build custom dashboards
- Integration with BI tools
- Automated reporting
- Real-time monitoring

[View API Documentation →](/developers/api)

---

## Next Steps

- [Explore Conversations →](/conversations)
- [Manage Customers →](/conversations/customers)
- [Optimize Channels →](/channels)
- [Improve Knowledge Base →](/knowledge-base)

---

## Need Help?

- Chat with our AI Agent in the dashboard
- Email us at hello@livetok.ai
- Check our [Support page](/support)