Agent Analytics is where you can track metrics and reports about Sidekick and its agents’ performance. It provides insights into agent and user interactions, including message volume, transactions processed, unique active users, task completion rate, and response time.
How to View Agent Analytics
Note: Analytics are not real-time as logs from the day before are processed every 12 AM.
|
Category |
Description |
|
Messages |
Visualizes how frequently employees interact with the agent—shows how often they rely on it |
|
Transactions |
Tracks changes in the number of tasks the agent successfully completes—indicates how much real work it automated |
|
Unique active users |
Shows whether employees continue returning to the agent—measures its adoption and reach |
|
Task completion rate |
Reveals trends in how consistently the agent completes assigned tasks—reflects reliability and effectiveness |
|
Response time |
Highlights how fast employees receive answers—impacts satisfaction and perceived support quality |
|
Response history |
List of actual messages sent to Sidekick, by employee ID |
Viewing Analytics by Agent
- Go to Agent Analytics.
- Select the agent you want to check.
Note: Agent filters currently include Sidekick, Concierge, and custom Concierge agents (if applicable). - Select the date range of the data.
Note: Personal identifiable information and other sensitive information are redacted by default.
Downloading Reports
- Select the agent you want to check.
- Select the date range of the report.
- Click Download Report. You will be able to download a summary of the response history.
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