Basics

Monitoring and Analytics

Use Monitoring and Analytics to understand how your AI agent performs in real-world conversations.
Dashboards and reports help you track performance, detect issues early, and continuously improve your conversational experience.

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Real-Time Monitoring

Keep track of what’s happening right now.

• Active Sessions – See all ongoing conversations in real time.
• Response Time – Measure how fast your agent replies to users.
• Error Alerts – Get instant notifications about technical or logical errors.
• Conversation Volume – Monitor message traffic and identify usage peaks.

Tip: Use real-time dashboards during deployments or updates to confirm your agent is performing as expected.

Performance Metrics

Track key indicators that show how well your agent is working.

Metric	Description	Why It Matters
Average Response Time	Time between user message and agent reply	Indicates responsiveness
Session Duration	Typical length of a conversation	Helps spot overly long or stuck sessions
Resolution Rate	Percentage of conversations successfully completed	Reflects effectiveness
User Satisfaction	Inferred from sentiment and feedback	Measures perceived quality
Escalation Rate	How often sessions are handed to humans	Helps balance automation and support

Conversation Quality Insights

Understand what users feel and where your agent can improve.

• Sentiment Analysis – Detect positive, neutral, or negative tones.
• Goal Completion – Track if conversations meet defined objectives.
• Common Issues – Identify repeating user problems or agent misunderstandings.
• Agent Comparison – Compare results across agent versions or configurations.

Reporting and Dashboards

Analyze trends, evaluate business results, and share insights with your team.

• Conversation Reports – Export detailed conversation logs.
• Result Extraction – Download structured data from completed sessions.
• Performance Dashboards – Visualize KPIs and assess the real business value of your operations using advanced embedded BI analytics.

Built-in Performance Dashboards

The default Dashboards section under Analytics is powered by an advanced embedded Business Intelligence engine. It provides simple, meaningful metrics to help you assess the actual value and effectiveness of your AI operations.

The section is divided into two main tabs:

• Agents: Tracks the performance, message volume, user interactions, and resolution rates of your AI agents.
• Campaigns: Evaluates the effectiveness, reach, and outcomes of your outbound campaigns.

Using Dashboard Filters

Filtering is handled directly within the embedded dashboard interface. You can adjust the following parameters at the top of the screen to refine your view:

• Lookup Period: Define the date range for the data displayed (for example, Last quarter, Last month).
• Timegrain: Adjust the time grouping for trend charts (for example, Day, Week, Month).
• Agent Name / Campaign Name: Choose specific agents or campaigns to analyze from the dropdown list.

Don't forget to click Apply after changing the filters to update the charts.

💡 Tip: Use these dashboards to support quarterly reviews, calculate ROI, and measure the real business value of your AI implementation.

External Dashboards

If standard reports cover general needs, External Dashboards allow you to integrate specialized analytical resources (such as Flametree Superset BI) directly into your workspace.

Managing External Dashboards

1. Go to the Analytics section.
2. Switch to the Custom tab.

   Note: Standard filters (such as date range or agent selection) are disabled in this tab because it displays external resources that manage their own filtering.

3. Click Add (+) to connect a new dashboard.
4. Fill in the fields:
   • Name: A display name for the dashboard (for example, "Q3 Financials").
   • URL: The direct link to the external dashboard.
5. Click Save.

The added dashboard will appear in the list as a clickable link, allowing quick access to custom BI reports without leaving the platform context.

Integration with Other Platform Features

Monitoring connects naturally with other parts of the Flametree platform.

Knowledge Base Analytics

• Search Trends – See which topics users ask about most.
• Content Gaps – Identify missing or unclear information.
• Usage Patterns – Track which FAQ articles drive successful answers.

Workflow Optimization

• State Flow Analysis – Visualize how users move between conversation states.
• Bottleneck Detection – Find points where conversations often stop.
• Flow Adjustments – Use insights to simplify transitions and improve flow logic.

Agent Configuration Improvement

• Behavior Analysis – Refine tone, empathy, or style based on user reactions.
• Response Tuning – Update prompts or templates that lead to weak results.
• Performance Calibration – Adjust parameters to reduce latency or escalation.

Best Practices

Regular Monitoring

Frequency	Focus
Daily	Check live sessions and critical alerts
Weekly	Review performance metrics and error rates
Monthly	Evaluate trends and identify workflow improvements
Quarterly	Perform full configuration and strategy review

Quality Assurance

• Review random conversation samples for accuracy and tone.
• Analyze errors to find training or setup issues.
• Collect and act on user feedback regularly.

Data Management

• Define data retention policies for compliance.
• Ensure access control to sensitive conversation logs.
• Maintain secure data backups to prevent loss.

Continuous Optimization

• Monitor response times and error rates closely.
• Use session logs to find weak spots in agent logic.
• Update the knowledge base when the agent frequently escalates to humans.
• Apply data-driven improvements for training and configuration.