Question Analytics
Analyze user questions by category and identify knowledge gaps to improve your agent
The "Question Analytics" page automatically categorizes and aggregates questions users ask your agent, and helps you identify "knowledge gaps" where the agent could not provide sufficient answers.
What You Can Do on This Page
- View question counts and percentages by category and subcategory
- Review knowledge gaps (questions the agent could not answer well)
- Add Q&A directly from knowledge gaps to improve response quality
How to Access
Open the "Usage" tab on the team screen and select "Question Analytics" from the left menu. You can also access it from the "Usage" section on individual agent pages.
Filters
Date Range Filter
Specify a date range to view question data within that period. The following presets are available:
- This week
- This month
- Last 7 days
- Last 14 days
- Last 30 days
- Custom (select any date range using the calendar)
Agent Filter
If you have multiple agents, you can display data for specific agents only.
Question Category Summary
Questions for the selected period and agents are automatically classified into categories and subcategories.
| Column | Description |
|---|---|
| Category | Main classification of the question |
| Subcategory | Sub-classification of the question (shown when "Show subcategories" is enabled) |
| Count | Number of questions in that category |
| Percentage | Percentage of total questions |
- Toggle Show subcategories to view a more detailed breakdown within each category
- Click column headers to change the sort order
Knowledge Gap List
This is a list of questions where the agent could not provide a sufficient answer. Adding appropriate answers to these questions will improve the agent's response quality.
| Column | Description |
|---|---|
| Question | The question entered by the user |
| AI Response | The response the agent provided |
| Detected At | When this was identified as a knowledge gap |
Adding to Q&A
Click the "Add to Q&A" button in a knowledge gap row to open the Q&A addition modal with the question pre-filled. Enter an appropriate answer and save it to improve accuracy for similar questions in the future.
Verifying Improvements
After adding Q&A, test the same question on the "Test Playground" page to verify the improvement has been applied.