KnowFlow’s analytics tools help you understand how your AI assistants are performing, identify knowledge gaps, and make data-driven improvements to enhance user experience.

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Analytics Dashboard

The analytics dashboard provides a comprehensive overview of your AI assistants’ performance across all deployments.

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Accessing Analytics

1

Navigate to Analytics

From your organization dashboard, click on Analytics in the left sidebar.

2

Select Time Range

Use the date picker in the top-right corner to select the desired time period for analysis.

3

View Dashboard

The main dashboard displays key metrics and visualizations of your AI assistants’ performance.

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Key Performance Metrics

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Usage Metrics

Total Conversations

Number of distinct conversation sessions with your AI assistants

Total Messages

Total number of messages exchanged with your AI assistants

Active Users

Number of unique users interacting with your AI assistants

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Quality Metrics

Response Rate

Percentage of user queries that received a response

User Satisfaction

Average rating given by users (if feedback is enabled)

Knowledge Coverage

Percentage of queries answered using knowledge base information

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Performance Metrics

Average Response Time

Time taken to generate and deliver responses

Completion Rate

Percentage of conversations that reached a successful conclusion

Handoff Rate

Percentage of conversations escalated to human support

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Conversation Analytics

The Conversation Analytics section provides detailed insights into user interactions with your AI assistants.

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Conversation List

View a complete list of conversations:

  1. Go to the Conversations tab
  2. Browse through all conversations with details such as:
    • Start time
    • Duration
    • Number of messages
    • User satisfaction
    • Knowledge bases accessed
    • Platform (website, Discord, etc.)

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Conversation Details

Analyze individual conversations in depth:

  1. Click on any conversation in the list
  2. View the complete message exchange
  3. See which knowledge chunks were retrieved for each response
  4. Review user feedback if provided
  5. Analyze conversation flow and identify potential improvements

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Knowledge Base Insights

Understand how effectively your knowledge bases are serving user needs.

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Top Performing Content

Identify your most valuable knowledge content:

  1. Go to the Knowledge Insights tab
  2. View the Top Content section
  3. See which knowledge chunks are most frequently used in responses
  4. Analyze which sources provide the most helpful information

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Knowledge Gaps

Identify areas where your knowledge bases need improvement:

  1. Go to the Knowledge Gaps tab
  2. View questions that:
    • Received low confidence scores
    • Had no relevant knowledge chunks
    • Received negative user feedback
  3. Use these insights to expand and improve your knowledge bases

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Source Performance

Evaluate the effectiveness of different knowledge sources:

  1. Go to the Sources tab
  2. View metrics for each knowledge source:
    • Usage frequency
    • User satisfaction
    • Retrieval quality
  3. Identify which sources are most valuable and which may need improvement

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App Performance

Analyze how individual AI assistants are performing.

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App Metrics

View performance data for each assistant:

  1. Go to the Apps tab
  2. Select an app to view its performance metrics
  3. Analyze:
    • Usage trends
    • User satisfaction
    • Response quality
    • Knowledge coverage

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Deployment Comparison

Compare performance across different deployment platforms:

  1. Go to the Deployments tab
  2. View metrics for each deployment type (website, Discord, Slack, etc.)
  3. Identify which platforms have:
    • Higher usage
    • Better user satisfaction
    • More successful interactions

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Query Analysis

Gain insights into what users are asking and how well your AI assistants are responding.

Identify frequently asked topics:

  1. Go to the Queries tab
  2. View the Topics section
  3. See clusters of related questions
  4. Analyze topic trends over time

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Query Patterns

Understand patterns in user queries:

  1. Go to the Query Patterns section
  2. View analysis of:
    • Question types (how, what, why, etc.)
    • Query length distribution
    • Time-of-day patterns
    • Common keywords

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User Analytics

Understand your users and their interaction patterns.

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User Demographics

View information about your users:

  1. Go to the Users tab
  2. See demographics such as:
    • Geographic location
    • Device types
    • Browser/app used
    • New vs. returning users

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User Behavior

Analyze how users interact with your AI assistants:

  1. Go to the User Behavior section
  2. View metrics like:
    • Average session duration
    • Questions per session
    • Time between messages
    • Follow-up question rate

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Export and Reporting

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Data Export

Export analytics data for further analysis:

  1. Go to the desired analytics section
  2. Click the Export button
  3. Choose your preferred format:
    • CSV
    • Excel
    • JSON
  4. Download the file

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Scheduled Reports

Set up automatic analytics reports:

  1. Go to Settings → Reports
  2. Click Create Report
  3. Configure:
    • Report name
    • Frequency (daily, weekly, monthly)
    • Recipients
    • Metrics to include
  4. Click Save to activate

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Best Practices

  • Regular review: Set aside time weekly or monthly to review analytics
  • Look for patterns: Identify recurring issues or popular topics
  • Compare time periods: Track improvements over time
  • Act on insights: Use data to guide knowledge base updates
  • Test changes: Measure the impact of changes on key metrics
  • Share insights: Distribute reports to relevant stakeholders

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Troubleshooting