Manual KPI & Analytics Configuration
Manual Analytics Configuration allows administrators to fully customize conversation extraction rules, KPIs, lead scoring logic, and business categories according to specific business requirements.
Manual configuration provides complete control over analytics behaviour, allowing teams to define custom extraction rules, KPI logic, and reporting categories.
Manual Analytics Setup
- Open Analytics Configuration from the left sidebar.
- Select the desired AI Agent.
- Choose Industry Selection template or Custom Configuration.
- Create Conversation Extractions.
- Configure KPIs and Business Rules.
- Define Business Categories and Lead Scoring.
- Deploy the analytics configuration.
Industry Template Selection
The platform provides pre-built industry templates to help teams get started quickly. Select a template that best matches your business, or choose Custom Configuration to build from scratch.
| industry | segment | desc |
|---|---|---|
| E-commerce & Retail | B2C | Online stores, retail, marketplace platforms. 4 Categories • 3 KPIs. |
| SaaS & Technology | B2B | Software companies, tech startups, SaaS platforms. 4 Categories • 3 KPIs. |
| Healthcare & Medical | B2C | Hospitals, clinics, medical practices, health tech. 4 Categories • 3 KPIs. |
| Finance & Banking | B2C | Banks, fintech, insurance, investment platforms. 4 Categories • 3 KPIs. |
| Real Estate | B2C | Property management, real estate agencies, construction. 4 Categories • 3 KPIs. |
| Education & Training | B2C | Schools, universities, online learning, training institutes. 4 Categories • 3 KPIs. |
| Automotive | B2C | Car dealerships, auto services, vehicle manufacturers. 4 Categories • 3 KPIs. |
| Custom Configuration | Custom | Build your own industry-specific template from scratch. |
Conversation Extractions
Conversation Extractions are used to capture important business data from conversations. These extraction fields define what structured data the AI agent collects from each interaction.
Default extraction fields available for manual configuration:
| field | desc |
|---|---|
| customer_name | Full name of the customer captured during conversation. |
| phone_number | Customer's contact phone number. |
| Customer's email address. | |
| city | Customer's city or location. |
| company | Company or organization the customer is associated with. |
| customer_intent | The primary intent or goal of the customer in the conversation. |
| product_interest | Specific product or service the customer is interested in. |
| appointment_request | Whether the customer requested an appointment or booking. |
| budget | Customer's budget or spend range mentioned in conversation. |
Custom extraction rules can be created using conditional logic, keywords, and AI instructions for additional fields such as:
- Budget
- Product Interest
- Appointment Requests
KPI Creation
KPIs (Key Performance Indicators) help track measurable business outcomes from conversations.
| type | desc |
|---|---|
| Simple KPIs | Automatically tracked by AI — response time, satisfaction, conversion rate. |
| Business Rule KPIs | Based on conditional logic using fields, operators, values, and trigger logic. |
| Conversion KPIs | Track how many conversations result in a desired outcome (lead, booking, sale). |
| Response Time KPIs | Monitor how quickly the agent responds to user messages. |
| Lead Capture KPIs | Measure how effectively the agent captures lead information. |
Lead Scoring Configuration
Lead scoring helps identify conversations based on user intent and engagement. Keywords are classified into three tiers — Hot, Warm, and Cold — to prioritize leads automatically.
| tier | color | examples |
|---|---|---|
| Hot Keywords | Strong buying or booking intent | appointment_booking, urgent_consultation, specialist_referral, buy now, purchase, pricing |
| Warm Keywords | Moderate engagement and interest | symptom_check, medication_inquiry, preventive_care, interested, comparing, demo |
| Cold Keywords | Informational or low-priority conversations | general_health_info, wellness_tips, just browsing, maybe later |
Business Categories
Business Categories organize conversations into logical reporting groups. They enable teams to segment analytics by topic, product, or customer journey stage.
- Custom business logic
- Keyword-based classification
- Priority management
- Category order routing
- Conditional workflows
Analytics Dashboards
After deployment, configured KPIs and business rules become visible inside the Analytics Dashboard. Access it by clicking the View Analytics icon on any configured agent card.
The Analytics Dashboard has four tabs — Overview, Business Metrics, Technical Health, and Custom Analytics.
Overview Dashboard
The Overview tab provides a high-level summary of agent performance over a selected date range with trend charts.
| metric | desc |
|---|---|
| Total Conversations | Total number of conversations handled by the agent in the selected period. |
| Conversion Rate | Percentage of conversations that resulted in a successful conversion. |
| Avg Response Time | Average time the agent takes to respond to user messages. |
| Customer Satisfaction | Average satisfaction score out of 5 rated by customers. |
Business Metrics Dashboard
The Business Metrics tab shows KPI performance against targets, data extraction success rates per field, and the lead scoring distribution across Hot, Warm, and Cold leads.
- Business KPIs Performance — Tracks Avg Response Time, Customer Satisfaction, Follow-up Rate, and Intent Conversion vs. configured targets.
- Data Extraction Performance — Shows extraction success rate per field (Customer Name, Email, Phone, Intent, Key Topics, Action Items).
- Lead Scoring Distribution — Pie chart of Hot, Warm, and Cold lead breakdown with value totals.
Technical Health Dashboard
The Technical Health tab monitors system-level performance and reliability metrics for the agent.
| metric | desc |
|---|---|
| Response Time (Average) | Mean response time across all conversations. |
| 95th Percentile | Response time below which 95% of responses fall. |
| 99th Percentile | Response time below which 99% of responses fall. |
| Uptime | System availability percentage over the period. |
| Delivery Rate | Percentage of messages successfully delivered. |
| Error Rate | Percentage of failed or errored interactions. |
Custom Analytics Dashboard
The Custom Analytics tab shows an Enhanced Analytics Dashboard with real-time KPI cards based on configured Business Rules and Custom KPIs. Each card shows the current value vs. target with a color-coded status (On Track, At Risk, Needs Focus).
- Hot Leads — High-priority prospects count vs. target.
- Follow-ups — Pending follow-up actions count.
- Conversations — Total interactions vs. target.
- Contact Info — Data capture rate.
- Response Time — Average reply speed vs. target.
- Conversion — Intent-to-lead conversion rate.
Best Practices
- Use meaningful KPI names and descriptions.
- Test extraction rules before creating KPIs.
- Keep business logic simple and maintainable.
- Review lead-scoring keywords periodically.
- Validate custom categories before deployment.
Conclusion
Manual KPI & Analytics Configuration provides maximum flexibility for businesses that require custom reporting, advanced KPI tracking, and organization-specific analytics workflows. By combining extraction rules, KPIs, business logic, and custom dashboards, organizations can build highly tailored business intelligence systems.