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Where to find AI Agent Analytics

In your Watermelon workspace, navigate to Analytics on the left-hand menu.
Ai Agent Insights

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Select date range

First, select the date range you want to analyse. Use the dropdown and select the date range, or manually select the data.
Insights Date

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Key metrics

You’ll see key metrics that summarise your conversations and automation performance:

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All conversations

The total number of conversations in the selected period. This helps you understand your overall volume.

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Handed off conversations

The number of conversations handed over from the AI Agent to a human agent. Use this to see how often live support is needed.

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Automation degree

The percentage of conversations that were fully handled by the AI Agent, without needing a human handover.

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Average speed of pick up time

How long it takes on average for a conversation to be picked up by a human agent after handover.

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Average handling time

The time it takes to fully complete a conversation from start to finish.

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Office hours vs. out of office

A breakdown of conversations during and outside office hours.

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All conversations and handed off conversations

A visual of the amount of all conversations and handed off conversations per period for the selected date range.

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Conversation topics

What tags were used and the count of those tags.