New Analytics (Session-Based)

New Analytics is a major update to reporting in Cekat AI. Everything is now calculated per session, replacing the old model that used the conversation as its basis. Every metric, from AI performance and agent performance to SLA, is calculated by session ID, covering interactions handled by both AI and agents.

This only applies to new chats that came in after the feature was released. Conversations that were already active before the release aren't counted in session-based analytics until they're resolved. After that, when the customer gets in touch again, the system starts counting from Session 1.

Your old analytics data is still available for reference, but it won't be updated any more. All new data is calculated using the session-based approach.

A session is created automatically whenever a new conversation starts after the feature is turned on. Sessions are numbered in order for each customer, for example Session 1, Session 2 and so on.

This new approach gives you more accurate, context-rich insight into how well your AI and agents are looking after customers.