The Analytics page shows you a visual map of how customers interact with your agents and flows. Whether you’re debugging a tricky drop-off or tuning a high-performing flow, it gives you the data you need to make better decisions. You can reach it by clicking Analytics in the sidebar, under the Conversations heading.Documentation Index
Fetch the complete documentation index at: https://docs.oration.ai/llms.txt
Use this file to discover all available pages before exploring further.
Overview
Analytics uses a Sankey chart — a flow diagram where wider paths mean more conversations followed that route — to show you the sequence of events in a conversation. At a glance, you can see:- Where customers engage most
- Where they tend to drop off
- How often specific events are triggered
| Filter | Description |
|---|---|
| Entity type | Analyze a specific Agent or a Flow |
| Date range | Focus on a particular timeframe |
| Event definitions | Agents only — filter by events you’ve defined, like intent matches |
Agent analytics
Agent analytics helps you understand how a specific AI agent handles conversations.Configuring event definitions
Event definitions let you track meaningful milestones in a conversation — things like a customer confirming an appointment or providing their phone number. Before they show up in analytics, you’ll need to set them up in your agent’s settings.
Each event definition needs a Name and a Description of when it should fire. You also choose how Oration detects it:
- AI detection — Oration’s AI reads the conversation transcript and decides whether the event occurred based on your description. Great for nuanced, context-dependent moments.
- Regex pattern — You provide a regular expression (e.g.,
\d{3}-\d{3}-\d{4}) to match exact text in the transcript. You can choose whether to check messages from the agent, the customer, or both.
Reading the chart
The chart traces the path of conversation events between your customers and your agent. Thicker lines mean more events followed that path. Hover over any part of the chart to get an exact count:- Hover over a node — see the event name and its total event count across all conversations in the selected date range.
- Hover over a link (the band connecting two nodes) — see the source and target event names, each with a colour indicator, and the number of events that moved along that specific path.
- See the most common conversation paths
- Find where conversations frequently end
- Check how often specific events are triggered
Flow analytics
Flow analytics shows you how callers move through your IVR or flow setup — node by node.Flow analytics doesn’t use event definitions — it tracks movement through your flow’s nodes instead.
Reading the chart
Instead of conversation events, the chart tracks how callers move through each node in your flow — things like Play Audio, Condition, or Transfer. Every node shows its icon and label so you can orient yourself quickly. Hover over any part of the chart to get an exact count:- Hover over a node — see the node name and the number of conversations that passed through it in the selected date range.
- Hover over a link (the band connecting two nodes) — see the source and target node names, each with a colour indicator, and the number of conversations that moved along that specific path.
- See what percentage of callers reach each node
- Spot where callers drop off before finishing the flow
- Confirm your routing logic is working as expected