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What is the Conversation AI Agents Dashboard?

The Conversation AI Agents Dashboard offers a centralized view of performance metrics for all your Conversation AI agents within the CRM. This dashboard allows you to review and compare agent activity, identify trends, and make data-driven decisions without needing to inspect each agent individually.

Key Benefits

Using the dashboard streamlines your analysis and helps optimize resource allocation:

Unified View: Access metrics for all agents on a single screen, reducing time spent navigating between individual agent pages.
Efficient Analysis: Quickly spot trends, anomalies, and optimization opportunities with consolidated insights.
Targeted Filtering: Narrow down data using filters for date range, communication channel, or specific agents to compare performance across different contexts.
Controlled Access: Manage dashboard visibility through user permissions to ensure only authorized team members can view sensitive analytics.
No Setup Required: The dashboard works with your existing Conversation AI configuration—no additional agent adjustments are needed.

Access and Permissions

Access to the dashboard is regulated by a specific permission setting. Users must have the View Conversation AI Dashboard permission enabled to see the dashboard. Administrators can configure this via Agency Settings → Team → Edit User → Roles & Permissions → AI Agents → View Conversation AI Dashboard.

How to Access the Dashboard

Follow these steps to view the dashboard:

Navigate to Conversation AI under AI Agents in your sub-account.
Select the dashboard tab to view a consolidated metrics overview.
Apply filters using the channel selector and date range picker to refine the data by platform or time period.

Using Filters

Filters help you focus on specific aspects of agent performance:

Date Range: Adjust the timeframe to analyze trends over different periods, such as comparing last week to last month.
Channel: Isolate conversations from a specific communication platform to evaluate channel-specific performance.
Agent: Select a single agent to review its metrics in detail for targeted evaluation or troubleshooting.

Dashboard Metrics Explained

Each metric provides insight into different aspects of agent performance. Click on any metric card to view detailed breakdowns.

Total Unique Contacts: The number of distinct contacts who interacted with Conversation AI during the selected period. Each contact is counted once, regardless of message volume.
Total Messages: The overall count of messages exchanged between contacts and agents in the chosen timeframe.
Average Messages per Contact: The mean number of messages per unique contact, indicating engagement depth.
Total Actions Triggered: The number of automated actions initiated by AI interactions, including appointment bookings, workflow triggers, contact updates, and conversation handoffs.
Appointment Link Shared: How often an appointment booking link was sent to contacts.
Workflows Triggered: The count of workflows started by agent interactions.
Contact Info Updated: Instances where contact details were collected or modified and saved to the contact record.
Stop Bot Triggered: Times the bot stopped further steps due to configured rules or keywords.
Cancel Appointment: Count of appointment cancellations confirmed during conversations.
Reschedule Appointment: Number of appointment reschedules completed via bot interactions.
Transfer Bot: How often the bot transferred a conversation to another agent or system.
Human Handover: Instances where the bot handed off the conversation to a human agent.
Total Appointments Booked: Appointments successfully scheduled through Conversation AI.
Time Saved: Estimated time savings from automated conversation handling and task completion.

Conversation Summary and Transcript

The dashboard also provides access to conversation summaries and full transcripts, allowing for detailed review of interactions and outcomes.