Analyze Insights & Metrics
Our platform provides native insights and performance metrics that are straightforward, actionable, and best of all, pre-built by your new employee, skilly.
To start reviewing your insights, navigate to AI Agent > Insights:
CTAs & Goals
The first thing you're likely to notice is the donut chart analyzing your CTAs (calls-to-action). This chart represents the percentage of your skilly conversations where a Goal was reached. These goals (roughly 5–15 of them) were built by your skilly after it began learning about your organization and browsing your website. We'll talk more about Goals in another article, but just know that they represent an outcome or resource that was successfully delivered during a conversation with the visitor.
To review all the Conversations were a specific Goal was met, simply click on that section of the donut chart.
You can create your own Goals, and reorder them so that skilly knows which to prioritize during conversations.
Notably, the CTAs chart (as well as all of the insights further down the page) represent the metrics for one specific skilly, and one specific URL. If you've read about creating multiple skillies and multiple URLs, you already know there is no practical limit to the skilly instances you can create. In the top left corner of the Insights page, you can choose from any of those skillies or URLs to get performance metrics on that individual instance. For example: you may have generated a URL specifically for marketing materials at a trade conference... just navigate to that URL to see how the conference audience interacted with skilly.
Customer Satisfaction
This section of insights displays a 5-point scale, along with any comments that have been attached to the feedback. Users provide this information by clicking "Provide Feedback" during their conversation with skilly.
Top 10 Themes
This section organizes all your users' conversations into the most popular broad themes, and within each theme, the most popular keywords in those conversations. Clicking on any given theme or keyword will take you to the Conversations page, and filter the results to show only the conversations where that topic was mentioned.
Top 10 Shared Artifacts
This is a list (along with a table view) of the Knowledge base resources your skilly shared most with users.
Skilly Goals
This section analyzes all conversations within your chosen timeframe and reports on a handful of unique engagement metrics:
- Total conversations during the reporting period
- Average length of conversation (in seconds)
- Conversations that lasted over 5 minutes
- Total messages received by your visitors
- Total messages sent by your visitors to skilly
- Visitor messages per chat session
- Skilly messages per chat session
- Total CTAs introduced
- Conversations where visitors asked for a human
- Conversations where visitors did not ask for a human
- Conversations where "AI" was mentioned by visitors
- Conversations that ended with the visitor explicitly thanking skilly or expressing gratitude
Review these metrics as you train and customize skilly to see how its ability to act as a teammate improves over time.
