Get started with Insights and Analytics

To use Insights and Analytics, you need an active Infobip account with at least one configured journey, chatbot, or Inbox queue generating interaction data.

• If you do not have an account, sign up (opens in a new tab) for a free account. New users receive a 60-day free trial. For more information, see Create an account.
• To upgrade to a paying account, select Add funds at the top of the page. For more information, see Paying account.

Go to Insights and Analytics on the Infobip web interface to access all features.

Review your insights

Start with the Insights page to get an overview of your automation performance.

1. Go to Insights and Analytics → Insights → Insights.
2. Use the filters at the top to narrow data by time period, journeys, chatbots, version, or sender.
3. Review the three main areas:
   • Total interactions and success rate - See how many interactions occurred and what percentage were resolved successfully.
   • Top recommendations - Review AI-generated recommendations ordered by impact. Each recommendation includes a problem description, suggested fix, and affected element.
   • Topic performance - Explore the most common and lowest performing topics detected across your interactions.

Explore supporting metrics

Use Supporting metrics for a deeper look at interaction health, audience engagement, and channel performance.

1. Go to Insights and Analytics → Insights → Supporting metrics.
2. Choose between three interaction tabs: Total interactions, Contained, or Escalated to human agent.
3. Review detailed metrics across the following areas:
   • Interaction health, time, and cost - Journey health score, average interaction duration, and estimated cost per interaction.
   • Audience and engagement - Unique users, returning users, engagement rates, CSAT, and sentiment scores.
   • Conversion funnel - Configure steps to track how users move through your journeys and where they drop off.
   • Channel health - Message deliverability, inbound/outbound volumes, and estimated costs per channel.

You can drill into predefined dashboards to view examples of successful, mixed outcome, and unsuccessful interactions.

View analytics for specific channels

Go to Insights and Analytics → Analytics and select the component that matches your use case:

• Inbox - Monitor live agent activity with real-time dashboards for active calls, conversations, queues, and agents. Review predefined dashboards for overview, channel, agent, conversation, and CSAT metrics.
• Chatbots - Track chatbot sessions, messages, users, dialog performance, and voice of the customer feedback.
• AI agents - Monitor agentic AI performance (agent and tool analytics) and run knowledge agent evaluation tasks.
• Journeys - Review journey campaign performance, audience activity, and IVR insights.
• Traffic performance - Access traffic and delivery metrics through the Analyze feature.

Each analytics component includes predefined dashboards and the ability to create custom dashboards.

Create custom dashboards

Build personalized dashboards to track the metrics that matter most to your business.

1. In any analytics component (Inbox, Chatbots, Journeys) or in Insights → Custom dashboards, go to the Custom dashboards tab.
2. Create a new dashboard and add visualizations with your chosen metrics, filters, and chart types.
3. Use the Visualizations tab to build standalone multi-layer analytics reports.

Monitor logs

Use Interaction logs to troubleshoot issues and maintain audit trails.

1. Go to Insights and Analytics → Logs.
2. Review Interaction logs to trace journey execution, chatbot sessions, AI agent interactions, conversation events, and message delivery status step by step.