Analytics - Kore.ai Docs

Monitor agent performance and usage across AI for Work.

Overview

Analytics provides a history of all administrative tasks through two views: the Dashboard view and the Data view. Switch between them using the toggle at the top right of the Analytics page. The views display key performance metrics, trends, and reports, enabling you to gauge real-time usage and performance.

Dashboard View

The Dashboard view provides graphical reports on usage, performance, and feedback. At the top, you can see the total queries, total tokens, and total active users for the day.

The following reports are available:

Report	Description
Tokens Used	Token usage trends across models
Tokens Per Agent	Token consumption broken down by agent
Queries Per Agent	Query volume per agent by type
Top Agents	Agents ranked by query volume
Top Users	Top 10 users by query count
Users	Unique users by platform (web vs. native)
Average Response Time	Average response time of the service
Errors	Queries with errors over time
Feedback	End-user feedback on responses

All graphical reports support Day, Week, and Month views with left-right navigation for detailed metrics at each time point. Time averaging: 30-minute average (daily), 6-hour average (weekly), daily average (monthly).

Tokens Used

Displays token usage trends across models.

Metric	Description
Model Name	The LLM model used
Total Tokens Used	Combined context and generation tokens
Context Tokens	Tokens in the input/context
Generation Tokens	Tokens in the response
Timestamp	Date and time of usage

Tokens Per Agent

Displays token consumption broken down by agent.

Metric	Description
Agent Name	Name of the agent
Model Name	LLM model used by the agent
Total Token Count	Combined context and generation tokens
Generation Token Count	Tokens in the response
Context Token Count	Tokens in the input/context

Queries Per Agent

Displays query volume by agent, categorized by agent type: AI for Service, GPT, Data, Search, and Workflow.

Metric	Description
Agent Name	Name of the agent
No. of Queries	Total queries handled
Timestamp	Date and time

Top Agents

Displays agents ranked by query volume in descending order.

Top Users

Displays the top 10 users by query count.

Users

Displays unique users interacting with the system, comparing web vs. native platforms.

Metric	Description
Total Users	Unique user count
Channel	Web or native platform
Timestamp	Date and time

Average Response Time

Displays the average response time of the service over time.

Metric	Description
Average Response Time	Mean response time per period
Timestamp	Date and time

Errors

Displays the number of queries that resulted in errors over time.

Metric	Description
Total Errors	Count of error responses
Timestamp	Date and time

Feedback

Displays end-user feedback on responses.

Metric	Description
Feedback	Feedback type (positive/negative)
Queries	Associated query count
Timestamp	Date and time

Trace Logs

The Trace logs lists individual query records. Each record corresponds to a user utterance.

Column	Description
Request ID	Unique identifier for the request
Users	User who submitted the query
Questions	The user utterance
Overall Tokens	Total tokens consumed
Response Time	Time taken to respond
Agent Type	Type of agent that handled the query
Status	Response status
Timestamp	Date and time of the request

Click More on any record to open a detailed view. At the top of the detail panel, you can see the Response Status, Response Time, and Feedback Type for that record.

Record Details

Request Information

Field	Description
Request ID	Unique identifier
User Name and Email	Identity of the user
User ID	System user identifier
Channel	Mobile or Web
Previous Context	Whether prior context was used (Yes/No)
Thread ID	Conversation thread identifier
Feedback Comments	User-submitted feedback
Timestamp	Date and time

Query Details

Field	Description
Question	The user utterance
Query Points	Key points extracted from the query

LLM Usage

Field	Description
Model	LLM model used
Total Tokens	Combined token count
Request Tokens	Context/input tokens
Response Tokens	Generation tokens

Execution Analyzer

Expand the Execution Analyzer to examine each background step. For each step, you can:

View the exact prompt sent to the model
Review the model’s response
Debug individual steps to identify issues

Feedback Management

Feedback Management gives administrators visibility into user feedback submitted across the platform, with configurable email notifications and scoped access by role. Navigation: Admin Console → Usage → Feedback

Accessing the Feedback Page

Access to the Feedback page is role-based:

Role	Scope
Account-level admins with Usage access	All feedback across the account
Workspace Owners	Feedback scoped to their workspace only. The Workspace column is not shown.
Agent-level access	Feedback scoped to that specific agent only. The Agent Name column is not shown.

Feedback Detail View

Click any feedback entry to open its detail view. The view displays the associated trace log and the submitted feedback — type, category, and any additional comments.

Notify Feedback

Click Notify Feedback on the Feedback page to configure email notifications. Select which feedback types should trigger notifications and add recipients. Recipients can be any valid email address or distribution list and do not need to belong to the account. Notification scope follows the level at which it is configured — account-level covers all workspaces and agents, workspace-level covers all agents in that workspace, and agent-level covers only that specific agent. Email notifications include: user email, query, agent name, workspace, feedback type, feedback category, and additional comments (if provided).

​Overview

​Dashboard View

​Tokens Used

​Tokens Per Agent

​Queries Per Agent

​Top Agents

​Top Users

​Users

​Average Response Time

​Errors

​Feedback

​Trace Logs

​Record Details

​Feedback Management

​Accessing the Feedback Page

​Feedback Detail View

​Notify Feedback