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Analytics & Dashboards

Monitor agent performance, conversation quality, and operational metrics.

Overview

The fifthelement.ai platform provides reporting and analytics capabilities through Agent Reports, Conversation Monitoring, and Hub-Integrated Reports. Track usage, quality, handoff performance, and knowledge repository insights.

Agent Reports

Access reports from the My Agents page by clicking on an agent's Reports option. Reports provide insights into:

  • Usage metrics — conversation counts, message volumes, active users
  • Performance metrics — response times, token usage, session costs
  • Conversation quality — ratings, feedback, flagged conversations
  • Human agent metrics — Unpicked Conversations, Picked Conversations, Requests for Human Agents, average rating

For details, see Agent Reports.

Conversation Monitoring

The Conversations page for each agent provides real-time monitoring with:

  • Conversation filters — Flagged, Flagged + Resolved, Unresolved, Like, Dislike, Dislike+Feedback, and custom post-processor filters
  • Human agent ratings — filter by specific agents or rating levels
  • Conversation details — view full transcripts, flags, feedback

For details, see Conversations.

Knowledge Repository Analytics

Reports can be generated directly from a Knowledge Repository data source (in addition to standard agent-based reports):

  • Dynamic metrics — available measures update based on the specific repository and its extraction field configurations
  • Custom reporting — create reports based on derived values from repository data

Hub-Integrated Reports

Reports can be configured for Hubs, making analytics visible directly to hub users:

  • Admins configure reports by visiting the Hubs page and clicking the Report icon next to a hub
  • Stakeholders can view reports without needing direct agent access

KPI Formatting

  • Readable duration formatting — time-based metrics automatically scale to human-readable format (e.g., 5h 20m, 54s, 16m)
  • Preserved precision — raw values available via tooltips for detailed analysis