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 links below 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 |
|---|
| Answer Insights | Analytics for each query-answer interaction in Search AI, including key metrics, filtering, and detailed query inspection with chunk and payload views. |
| 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 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. |
