🛠️ How-to guide

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WHAT IT DOES

See how your agents are performing and where to improve. Track conversations, topics, and resolution over time — and simply ask questions about your agents in plain language to get instant answers and charts.

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Ask anything about your agents

Type a question like "which agent escalates most?" or "how many conversations this week?" and get an answer with a chart you can pin to your dashboard. Filter by time period, by live vs. test traffic, or by specific agents.

Type a question (1), then generate a widget (2) — pin the ones you want to your dashboard.

What you can see

• Conversation volume and trends — how usage changes over time
• Common topics and questions your customers ask about
• Resolution and hand-off rates — how often your agent succeeds on its own
• Answer quality — how reliably answers are grounded in your knowledge
• Channel breakdown — where conversations are happening (web, voice, messaging)
• Export anything to CSV — download the dashboard or any table with your filters applied, for Excel or your BI tool

Turn insights into improvements

Analytics is a feedback loop. Spot the questions your agent struggles with, then update its knowledge, instructions, or routing — and watch the numbers improve. Click any number to see the exact conversations behind it, keep different views as report tabs, export anything to CSV, and set alerts so you're notified when something needs attention.

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TIP

Review your top unanswered questions weekly. Each one is a quick win — add it to a knowledge project or a curated answer, and your resolution rate climbs.

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See also

• Testing & Publishing
• Managing Your Agents

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Need help? Contact your Customer Success representative or reach out through zammo.ai/support.

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Using the Insights dashboard