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Who can use this?
  • Gallabox users with Bot Builder access (Owners and Admins).
Use AI Agent analytics when you want to understand how many conversations your Chat AI Agent handled, how many completed normally, and how many were abandoned before finishing. The analytics screen is inside the agent’s flow builder, not under the primary Analytics section. To reach it: AI Agents and Bots → [your agent] → [your flow] → Analysis tab.

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Plan Availability

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What AI Agent Analytics Shows

The Analysis tab shows four session metrics: Below the metric cards is a sessions table — a list of individual sessions you can review.
Each row in the sessions table is one conversation. Click a row to open the session detail drawer, which shows the contact name, session status (with the drop reason for dropped sessions), a Jump to conversation link (not available for Web Chat), channel, phone number, session ID, created date, AI credits used, and the model used. The drawer has Chat Log and Analyze tabs. Analyze shows an AI summary with goal outcome, outcome evaluations, and data extractions. Outcome evaluations depend on plan availability.

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How to Access AI Agent Analytics

  1. Go to AI Agents and Bots in the left navigation.
  2. Click on the agent you want to review.
  3. Click on the flow you want to analyse.
  4. Click the Analysis tab at the top of the flow builder.

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How to Use the Data

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Understanding Dropped Sessions

A high dropped session count means customers are abandoning mid-conversation. Common causes:
  • The agent’s first response is confusing or off-topic
  • The flow asks too many questions before delivering value
  • The customer’s question isn’t covered in the Knowledge Base
To diagnose: open a few dropped sessions in the table and read the conversation. Look for the point where the customer went silent — that’s where the flow is losing them.

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Using Successful Sessions (Advanced)

Successful sessions measure whether the agent achieved its intended outcome. If this number is significantly lower than your Ended sessions count, the agent may be ending conversations without actually resolving the customer’s issue. To improve: review ended-but-unsuccessful sessions and look for patterns in what the agent said right before the conversation ended.
Pro tip: Track your Ended and Dropped counts week over week, not just in isolation. If Dropped sessions increase after a Knowledge Base update, the new content may be confusing the agent. Roll it back and review the KB articles that changed.

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Example

Scenario: You manage a SaaS support team and have a Chat AI Agent handling Web Chat. You want to understand why sessions are being dropped.
  1. Go to AI Agents and Bots → Support Agent → Support Flow → Analysis tab.
  2. Set the date range to Last 30 days.
  3. Note the counts: 420 Total, 280 Ended, 140 Dropped — 33% of sessions are being abandoned.
  4. Click into several Dropped sessions in the table.
  5. You notice customers are dropping out right after the agent asks for their email address.
  6. Go to the flow builder and find the “Ask Email” node — it has no context message explaining why you need the email.
  7. Add a Send Text node before it: “To look up your account, I’ll need your email address.”
  8. Re-publish the flow and monitor the Dropped count over the next two weeks.

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FAQs

AI Agent Analytics are in the Analysis tab inside the flow builder, not under the primary Analytics section.
  1. Go to AI Agents and Bots in the left navigation.
  2. Click your agent, then click your flow.
  3. Click the Analysis tab at the top.
An Ended session completed its flow path — the conversation reached a normal conclusion, whether or not the customer’s issue was fully resolved.A Dropped session was abandoned mid-flow — the customer stopped responding before the conversation reached an end state.High Dropped counts usually indicate a friction point in the flow: the agent asked something confusing, or the customer couldn’t find what they were looking for.
The Successful sessions metric requires the Advanced plan. On Basic and Essential plans, this card shows as locked. Upgrade your plan to unlock it.
Yes — click the Export menu button in the header of the Agent sessions table (next to the search box) on the Analysis screen. Choose Export as Excel to download the session data, or History to see your past exports.

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Next Steps