🛠️ 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)

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. You can also 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