Analytics overview

The Analytics page shows how your AI agent, your channels and your team perform. This article explains which tabs you see, how the filters work and how fresh the figures are. It also describes the Overview tab.

Availability: all profiles. The tabs depend on your profile and your role. Every dashboard role can open Analytics.

Prerequisites

• You have one of these roles: Owner, Admin, Supervisor, Agent or Read-only. Read Roles and what they can do.
• To export reports, you need the Admin role. Read Export reports.

Open Analytics

1. In the sidebar, select Analytics.
2. Select a tab at the top of the page.

Which tabs you see

The tabs depend on the product profile of your organization. Read Product profiles.

The Export Reports tab appears only for the Owner and Admin roles.

If you open the address of a voice tab on the Helpdesk profile, or of a conversation tab on the AI Voice profile, AurionAI sends you back to the Overview tab. The Resolution Rates page shows only the parts that fit your profile.

Choose the period

The filter bar is at the top of each tab. The period you choose applies to all tabs, including Export Reports. Your browser remembers it for your next visit.

1. Select Today, Last 7 Days, Last 30 Days or Last 90 Days. On a small screen, choose the period from the list.
2. Or select the date button and choose a start date and an end date in the calendar.
3. To go back to Last 7 Days, select Reset.

A period covers at most 90 days. If you choose a longer range in the calendar, AurionAI shortens it to 90 days. The default period is Last 7 Days.

Call figures use the days and hours of your browser's time zone. Conversation figures use days in UTC. Near midnight, the two can count a record on different days.

Other filters

• Outcome. On the Overview and Voice tabs, a list filters the call figures by outcome, for example Escalated. It does not change conversation figures. Other tabs do not show this list.
• Phone search. If your profile includes AI Voice, the Search phone... box finds calls from a phone number. Enter at least 4 characters. The results list shows up to 50 calls in the chosen period, with a masked number. The figures on the tab do not change. AurionAI shows The metrics below are NOT filtered by this phone search. The Read-only role does not see this box. Each search is recorded in the audit log, and each user can search 10 times per minute.

How fresh the figures are

AurionAI computes every figure from your current records each time the page asks for it. There is no daily summary and no delay.

• While the page is open and visible, it asks again about every minute.
• To ask at once, select Refresh.
• On the Overview and Voice tabs, a line next to the button shows the time of the last update.

Read the Overview tab

The Overview tab shows the main figures of your profile for the chosen period.

If your profile includes AI Voice, you see the call figures:

• Total Calls: all calls that started in the period. The line below gives the number of completed calls.
• Avg. Duration: the average length of a call. Calls longer than one hour are left out.
• FCR Rate: the share of calls that ended with a ticket created, a ticket status given or a knowledge article.
• Tickets Created: calls that created a ticket. The line below gives the number of escalated calls.
• Call Volume Trend, Call Outcomes and Peak Hours. Read Voice analytics.

If your profile includes Helpdesk, you see the Conversation Overview section for conversations created in the period:

• Total Conversations: all conversations created in the period, on all channels.
• AI Resolution Rate: the share of these conversations that the AI agent resolved.
• Escalation Rate: the share of these conversations that were resolved or closed without the AI agent. Open conversations count in the total, but not in this share.
• Median Resolution: the middle time from creation to resolution, for resolved conversations.
• Avg First Response: the average time from creation to the first response.
• The channel table: the number and share of conversations per channel.
• Top Topics: the five tags that appear on the most conversations. Read Channel analytics.

The AI Voice + Helpdesk profile shows both parts.

Result

The tab shows the figures for the chosen period. A change of period or filter reloads the figures at once.

If something goes wrong

• Access Denied Your role cannot open Analytics. Ask an administrator. Read Roles and what they can do.
• Unable to load data AurionAI could not read your profile. Select Retry.
• Failed to load conversation analytics. The Conversation Overview section could not load. Select Refresh, or change the period.
• Error loading analytics or Error loading conversation analytics The figures could not load. The message gives the reason when the server sends one. Select the retry button if it is shown, or change the period.
• All figures are zero. No calls or conversations started in the period. Choose a longer period.
• A tab is missing. Your profile does not include it, or your role does not see it. Check the table in Which tabs you see.
• The phone search shows a wait message. You made more than 10 searches in one minute. Wait for the time shown and try again.

Related articles

• Voice analytics
• Channel analytics
• Export reports
• Product profiles
• Roles and what they can do