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Who can use this?
  • Owners and Admins, and roles that can update AI agents.
Use analytics when you want to know how many chats the agent handled, how many finished, and how many went silent. This lives on the agent, not under the main Analytics section. Path: AI Agents and Bots → [your agent] → Analyze.

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Plan Availability

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What you see

Below the cards is a sessions table. Click a row for the contact, status (including drop reason), channel, session ID, credits used, and model. Jump to conversation is there for WhatsApp and Instagram, not Web Chat. The drawer has Chat Log and Analyze. Analyze shows an AI summary of the outcome. Outcome scoring depends on your plan.

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How to open it

  1. Go to AI Agents and Bots.
  2. Open the agent.
  3. Click Analyze.

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How to use the numbers

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Dropped sessions

A high dropped count means people left mid-chat. Typical causes:
  • The first reply is off-topic
  • The agent asks too much before it helps
  • The answer is not in the Knowledge Base
Open a few dropped sessions and find the last message before silence. That is the spot to fix.

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Successful sessions (Advanced)

This measures whether the agent actually did the job, not just whether the chat ended. If Ended is high and Successful is low, the agent is closing chats without resolving them. Review ended-but-unsuccessful sessions and look for a pattern in the last few replies.
Track Ended and Dropped week over week. If Dropped jumps after a Knowledge Base update, the new files may be confusing the agent. Roll that content back and check what changed.

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Example

You have a Web Chat support agent. Dropped sessions look high.
  1. Go to AI Agents and Bots → Support Agent → Analyze.
  2. Set the date range to Last 30 days.
  3. You see 420 Total, 280 Ended, 140 Dropped. About a third of people left.
  4. Open several Dropped rows.
  5. People go silent right after the agent asks for an email with no reason.
  6. On Home, update Instructions: “Before you ask for email, say you need it to look up their account.”
  7. Publish, then watch Dropped for two weeks.

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FAQs

It is the Analyze tab on the agent, not the main Analytics section.
  1. Go to AI Agents and Bots.
  2. Open your agent.
  3. Click Analyze.
Ended reached a normal finish, even if the issue was not fully solved.Dropped means the customer stopped before that.High Dropped usually means a friction point: a confusing question, or an answer the Knowledge Base cannot support.
It needs the Advanced plan. On Basic and Essential the card is locked. Upgrade to unlock it.
Yes. On Analyze, open Export next to the search box. Choose Export as Excel, or History for past exports.

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Next Steps