Understand your agent's performance and customer interactions through comprehensive analytics.

Overview

Agent Rush provides detailed analytics to help you understand how your agents are performing, identify areas for improvement, and demonstrate ROI. Access analytics through the dashboard or API.

Key Metrics

Resolution Rate

Percentage of conversations resolved without human intervention

Response Time

Average time to first response and resolution

Customer Satisfaction

CSAT scores and sentiment analysis

Intent Accuracy

How accurately the agent understands customer intent

Dashboard Overview

The analytics dashboard provides real-time insights into your agent's performance.

Summary Cards

• Total conversations today/this week/this month
• Active conversations right now
• Resolution rate trend
• Average CSAT score

Charts

• Conversation volume over time
• Response time distribution
• Sentiment breakdown
• Top intents and topics

Conversation Analytics

Conversation Metrics

{
  "period": "2026-01-01 to 2026-01-12",
  "total_conversations": 4521,
  "by_status": {
    "resolved": 4102,
    "escalated": 312,
    "active": 107
  },
  "by_channel": {
    "whatsapp": 2850,
    "widget": 1420,
    "slack": 251
  },
  "avg_messages_per_conversation": 6.3,
  "avg_duration_minutes": 8.5,
  "peak_hours": ["10:00", "14:00", "16:00"],
  "busiest_day": "Monday"
}

Performance Metrics

Performance Data

{
  "response_time": {
    "avg_ms": 1250,
    "p50_ms": 980,
    "p95_ms": 2100,
    "p99_ms": 3500
  },
  "resolution": {
    "rate": 0.87,
    "avg_time_minutes": 8.5,
    "first_contact_resolution": 0.72
  },
  "automation": {
    "fully_automated": 0.76,
    "assisted": 0.11,
    "escalated": 0.07,
    "abandoned": 0.06
  },
  "accuracy": {
    "intent_detection": 0.94,
    "entity_extraction": 0.91,
    "response_relevance": 0.89
  }
}

Sentiment Analysis

Track customer sentiment throughout conversations:

Positive

45%

Neutral

42%

Negative

13%

Intent Analytics

Understand what customers are asking about:

Order Status32%
Return/Refund18%
Product Information15%
Delivery Issues12%
Account Help10%
Other13%

Custom Reports

Create custom reports for specific business needs:

•Schedule automated report delivery (daily, weekly, monthly)
•Export data in CSV, JSON, or PDF formats
•Create custom dashboards with drag-and-drop widgets
•Set up alerts for metric thresholds
•Compare performance across time periods or agents

API Access

Access analytics programmatically through the Analytics API:

// Get analytics overview
const response = await fetch('https://api.agent-rush.com/v1/analytics/overview?period=30d', {
  headers: {
    'Authorization': 'Bearer ar_live_xxxxxxxxxx'
  }
});

const data = await response.json();
console.log(`Resolution rate: ${data.performance.automation_rate * 100}%`);
console.log(`Avg response time: ${data.performance.avg_response_time_ms}ms`);

Analytics API

Training Your Agent

Analytics Guide