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Usage Analytics

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Dashboard Overview

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Key Metrics

• Total Conversations: Number of interactions
• Active Users: Unique users engaging with agents
• Response Time: Average time to respond
• Satisfaction Score: User rating of agent performance

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Conversation Analytics

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Volume Metrics

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Daily/Weekly/Monthly Views

• Conversation Count: Total interactions over time
• Peak Usage Times: When agents are most active
• Growth Trends: Usage increase over time
• Seasonal Patterns: Usage variations by season

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User Engagement

• Session Duration: How long users interact
• Messages per Session: Conversation depth
• Return Users: Users who come back
• Engagement Rate: Active vs. passive interactions

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Quality Metrics

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Response Accuracy

• Correct Responses: Percentage of accurate answers
• User Corrections: When users correct agent responses
• Escalation Rate: When agents transfer to humans
• Resolution Rate: Percentage of resolved queries

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User Satisfaction

• Rating Scores: User feedback ratings
• Sentiment Analysis: Emotional tone of interactions
• Complaint Tracking: User-reported issues
• Praise Recognition: Positive user feedback

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Performance Monitoring

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System Performance

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Response Times

• Average Response Time: How quickly agents respond
• Peak Performance: Best response times
• Slow Queries: Identified bottlenecks
• System Load: Resource utilization

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Error Tracking

• Failed Responses: Unsuccessful interactions
• System Errors: Technical issues
• Timeout Issues: Slow or failed requests
• Integration Problems: External system failures

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Agent-Specific Analytics

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Individual Agent Performance

• Agent Comparison: Performance across different agents
• Specialization Analysis: Which agents handle what best
• Load Distribution: How work is distributed
• Optimization Opportunities: Areas for improvement

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Channel Performance

• Website Chat: Web-based interactions
• Mobile App: Mobile platform performance
• API Usage: Programmatic interactions
• Integration Performance: Third-party platform usage

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User Behavior Analysis

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User Journey Mapping

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Conversation Flows

• Common Paths: Most frequent user journeys
• Drop-off Points: Where users stop engaging
• Success Patterns: Paths that lead to resolution
• Bottleneck Identification: Problem areas in flows

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Query Analysis

• Most Common Questions: Frequently asked queries
• Query Categories: Types of questions asked
• Search Patterns: How users search for information
• Intent Recognition: Understanding user goals

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User Segmentation

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User Types

• New Users: First-time interactions
• Returning Users: Repeat engagement
• Power Users: Heavy usage patterns
• Casual Users: Occasional interactions

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Behavior Patterns

• Usage Frequency: How often users engage
• Preferred Channels: Where users prefer to interact
• Time Patterns: When users are most active
• Geographic Distribution: Where users are located

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Advanced Analytics

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Predictive Analytics

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Usage Forecasting

• Growth Projections: Expected usage increases
• Capacity Planning: Resource requirements
• Peak Time Predictions: Anticipated high-usage periods
• Trend Analysis: Emerging usage patterns

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Performance Predictions

• Quality Trends: Expected performance changes
• Optimization Opportunities: Areas for improvement
• Risk Assessment: Potential problem areas
• Success Indicators: Factors that predict success

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Custom Reports

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Report Builder

• Custom Metrics: Define your own KPIs
• Time Ranges: Flexible date selections
• Filtering Options: Focus on specific data
• Export Capabilities: Download reports in various formats

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Automated Reports

• Scheduled Reports: Regular automated reports
• Alert Systems: Notifications for important changes
• Dashboard Updates: Real-time data refresh
• Email Summaries: Regular performance summaries

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Optimization Insights

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Performance Optimization

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Response Quality

• Accuracy Improvements: Areas needing better responses
• Knowledge Gaps: Missing information
• Training Opportunities: Agent improvement areas
• User Feedback: Direct user input for improvements

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System Optimization

• Performance Bottlenecks: Technical improvements needed
• Resource Optimization: Better resource utilization
• Scalability Planning: Growth preparation
• Cost Optimization: Efficient resource usage

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Best Practice Recommendations

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Content Optimization

• Content Gaps: Missing information to add
• Content Updates: Information needing refresh
• Structure Improvements: Better organization
• User Experience: Enhanced accessibility

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Agent Configuration

• Behavior Adjustments: Agent personality improvements
• Response Optimization: Better answer strategies
• Integration Enhancements: Improved connections
• Feature Additions: New capabilities to add

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Export and Integration

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Data Export

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Export Formats

• CSV Files: Spreadsheet-compatible data
• JSON APIs: Programmatic access
• PDF Reports: Formatted reports
• Real-time Feeds: Live data streams

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Integration Options

• Business Intelligence: Connect to BI tools
• CRM Systems: Integrate with customer management
• Analytics Platforms: Connect to analytics tools
• Custom Dashboards: Build custom visualizations

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API Access

// Example API usage
const analytics = await fetch('/api/analytics/usage', {
  headers: {
    'Authorization': 'Bearer YOUR_TOKEN'
  }
});

const data = await analytics.json();