Analytics
Automatic reports produced by Leo for each conversation — sentiment, quality, resolution, and more.
Analytics
The Analytics section contains the reports that Leo automatically produces for each of your assistant's conversations. Without you having to manually read a single message, Leo evaluates the entire interaction — customer sentiment, problem category, response quality, whether it was resolved or not.
Access it from the sidebar under Analytics.
What Leo analyzes in each conversation
For each conversation, Leo generates a complete report with:
| Field | What it shows |
|---|---|
| Summary | Overview of what was covered in the conversation |
| Category | Type of interaction (sale, support, question, etc.) |
| Subcategory | Breakdown of the category |
| Sentiment | Whether the customer was positive, neutral, or negative |
| Score | Service quality rating (0–10) |
| Priority | Whether that conversation deserves team attention |
| Resolved | Whether the customer's goal was met |
| Transferred | Whether human intervention was needed |
| Tags | Keywords identified automatically |
| Improvement suggestion | What could have been done better |
In addition to the standard fields, you can define custom criteria — specific questions that Leo answers for each conversation according to your business needs.
How to use it in practice
The Analytics dashboard presents all evaluated conversations in a table. You can:
- Filter by period, sentiment, category, score, or status
- Sort by any column
- Customize which columns appear — useful for focusing on what matters to your business
- Open any conversation to see the full history alongside Leo's analysis
Start with the extremes: filter by low score to identify where the assistant is falling short, and by negative sentiment to find customers who deserve your team's attention.
Custom criteria
This is the most powerful part. You define questions and Leo answers them for every conversation automatically. Examples:
- "Did the customer show purchase intent?"
- "Did the assistant mention the loyalty program?"
- "Did the conversation result in a booking?"
- "Did the customer complain about price?"
The answers appear as extra columns in the table — making it possible to track business-specific metrics at scale, without manual review.
Configuring analytics
Go to Settings → Evaluations to:
- Enable or disable automatic analytics
- Include conversations without AI — to evaluate purely human interactions as well
- Continue after the plan limit — additional analytics generate extra charges
- Add custom criteria