Analytics Overview - Kore.ai Docs

The Analytics module in AI for Service provides comprehensive dashboards, logs, and reports to help you monitor AI Agent performance, understand user behavior, track contact center operations, and drive continuous improvement. Analytics data is available across multiple modules—from conversation-level insights to LLM token usage and quality evaluations. Use the following links to navigate to a specific section to analyze the respective dashboards, logs, or reports.

Section	Description
Overview Dashboards	High-level dashboards for monitoring AI Agent conversations, user trends, and performance.
GenAI Analytics	Visibility into LLM usage, token consumption, and performance across AI for Service.
Automation AI Analytics	In-depth NLP and task execution analytics for AI Agent performance monitoring and training.
Search AI Analytics	Analytics for query-answer interactions within the Search AI application.
Contact Center AI Analytics	Operational dashboards, reports, and real-time displays for monitoring agent and queue performance.
Quality AI Analytics	Scheduled and on-demand reports for agent performance and quality adherence monitoring.

Overview Dashboards

The Overview section provides high-level dashboards for monitoring AI Agent conversations, user trends, and performance.

Dashboard	Description
Summary Dashboard	Snapshot of AI Agent conversations, user analytics, and NLP/execution performance, aggregating data from three sub-dashboards.
Conversations Dashboard	Insights into conversation handling including self-service rates, agent transfers, and drop-offs.
Conversations History	Review past conversation transcripts with prebuilt and custom filters, message-level event analysis, and tagging.
Users Dashboard	Actionable insights on unique, new, and returning users with trend analysis, cohort retention, and channel-level breakdown.
Feedback Dashboard	Analytics on NPS, CSAT, and Like/Dislike survey responses with score trends and exportable user-level feedback.
Conversations	Detailed list of AI Agent and agent-handled conversations with search, filtering, export, supervisor actions, and diagnostics.

GenAI Analytics

The GenAI Analytics section provides visibility into LLM usage, token consumption, and performance across AI for Service.

Dashboard	Description
GenAI Dashboard	Overview of LLM token usage and performance with metrics for total requests, success rate, latency, and model/feature consumption.
Performance Analytics	Detailed LLM performance table by model and feature combination, with drill-down into trends and token consumption patterns.
Gen AI Logs	Request-level details for all LLM calls including token counts, guardrail outcomes, and full request/response payloads.

Automation Analytics

The Automation Analytics section provides in-depth NLP and task execution analytics for AI Agent performance monitoring and training.

Dashboard	Description
Performance Dashboard	Post-publication NLP and integration health metrics across intent identification, goal completion, API execution, and script execution rates.
Conversation Insights	Clusters user utterances into semantic groups to classify TP/TN/FP/FN and support utterance training from tree map or grid views.
NLP Insights	Analytics on intent identification and unhandled utterances across Found, Not Found, Unhandled, and Pinned tabs, including DialogGPT insights.
Task Execution Logs	Execution-level analytics for tasks, APIs, scripts, and debug logs across Failed Task, API Calls, Script Execution, Debug Log, and Pinned tabs.
Custom Dashboard	Build business-specific dashboards using Analytics, Messages, and Sessions datasets with custom KPI tags, multiple widget types, and dashboard-level filters.
Conversation Flows	Visual map of user journeys showing popular intents, traversed paths, and drop-off points in Intents Flow and Session Flow views.

Search Analytics

Dashboard	Description
Engagement Analytics	Analyze search activity, user engagement, and answer effectiveness.
Feedback Insights	Analyze user feedback, click behavior, and the quality of result interactions.
Query Insights	Analyze individual search queries, answers, and retrieved content.
Content Insights	Analyze content retrieval and identify retrieval patterns across sources and documents.

Contact Center Analytics

The Contact Center Analytics section provides operational dashboards, reports, and real-time displays for monitoring agent and queue performance.

Dashboard	Description
Contact Center Metrics	Reference listing of all available metrics in Contact Center AI, covering AI Agent metrics and contact center dashboard metrics.
Agent AI Analytics Overview (Beta)	Gives supervisors and administrators a date and channel-filtered view of how agents interact with the Agentic Copilot suggestions, search results, and conversation summaries.
Agent AI Analytics Feedback (Beta)	Displays the widget-satisfaction data and suggestion quality metrics for the Agent AI widget.
Agent AI Analytics Performance (Beta)	Gives supervisors and administrators a date and channel-filtered view of Agentic Copilot suggestion acceptance rates and average summary generation times.
Agent AI Dashboard	Performance metrics for the Agent AI widget including suggestions, relevance, automation outcomes, agent feedback, and widget satisfaction.
Agent AI Conversation Logs	Library of all agent-customer conversations with AI-generated summaries, identifiers, sentiment, call recordings, and agent feedback.
Queues & Agents	Real-time and historical operational metrics across Overview, Efficiency, Agent Performance, and Queue Performance sections.
Reports	Scheduled and on-demand agent and queue performance reports with PDF/CSV export, email delivery, and role-based access control.
Wallboards	Real-time KPI display for supervisors in Center Wide and Queue Specific views, suitable for large screens.

Contact Kore Support to enable Wallboards.

Quality AI Analytics

Dashboard	Description
Scheduled Reports	Framework for monitoring agent performance and quality adherence with on-demand or scheduled report delivery via email as CSV files.
Quality AI Reports List	Three pre-defined report types: Agent Performance, Interaction Evaluation & Conversation Analytics, and Evaluation Form Summary.

​Overview Dashboards

​GenAI Analytics

​Automation Analytics

​Search Analytics

​Contact Center Analytics

​Quality AI Analytics

Overview Dashboards

GenAI Analytics

Automation Analytics

Search Analytics

Contact Center Analytics

Quality AI Analytics