Skip to main content

Monitor your Contact Center - Reporting and Analytics in ConvyAI

Overview​

The Monitor section provides the full set of reporting and analytics tools available in ConvyAI. It covers real-time operational monitoring through the Wallboard, historical conversation search, bot and AI performance analysis, agent KPIs, and survey feedback collection.

In this section​

  • Registry - Search and export contact records from the database.
  • Dialog Details - Search conversations and view full dialog history including call recordings.
  • Semantic Statistics - Analyze intent usage, hit rate, and confidence by AI Model.
  • Bot Navigation Statistics - Measure bot efficiency across handover, timeout, error, and overflow outcomes.
  • Semantic Confidence - Categorize intent recognition by confidence score bands.
  • Generative AI - Review Generative AI interactions with full model, insight, and document traceability.
  • Surveys - View customer survey scores and feedback by flow.
  • Wallboard - Real-time contact center dashboard with configurable widgets.
  • Contact Center Statistics - Aggregated KPIs by agent, queue, or profile with export.
  • Agents Surveys - Survey results filtered by agent interactions.
  • Contact Results - Search and review agent contact outcome records.