When an AI agent handles 1.2 million calls in a single month, even a one-point lift in call containment translates into 10 000+ customers finding answers without ever joining a queue. Using Teneo can help you reach containment levels of over +60%. That kind of impact, lower costs, faster resolutions, and stronger brand loyalty comes from knowing exactly where your automation shines and why it sometimes stumbles. In this post, we’ll explore the power of access to Contact Center Analytics in Teneo and show you how to turn raw conversation data into relevant business insights.
From Opinions to Evidence
You can have data without information, but you cannot have information without data. — Daniel Keys Moran
Teneo Contact Center Analytics uses conversational AI and Agentic AI to captures every customer exchange, voice, chat, and digital and layers in contextual metrics for decision-making and actionable insights. With available integrations to tools like Google Charts and Microsoft Power BI, you get immediate visibility into the contact-center key performance indicators (KPIs) that matter most:
- Containment Rate: The percentage of sessions your AI Agent resolves without human intervention.
- Agent Handover: The share of conversations escalated to a live agent.
- Recognition Health: How often your NLU engine correctly maps the first user utterance to an intent.
- Abandonment Trends: Where and why customers drop off before reaching resolution.
Each metric is paired with its business impact, dollars saved, minutes reclaimed, satisfaction gained so you’re not just looking at numbers, you’re telling a story by using Teneo Conversational IVR about what to optimize next.
Embedded Analytics, Instant Value
Rather than exporting data for offline analysis, Teneo offers APIs and inquire that stream insights directly to the platform of your choice, including the internal choice from your company. Imagine spotting a weekend spike in abandoned chats at midnight: our native optimization can with one click reveals the broken intent or AI Agent-flow node; another click feeds those utterances back into Teneo for retraining. By Monday morning, you’re already on a new course, no analyst ticket, no coding sprint, just a click.
Because your analytics live alongside your AI agents, the loop between discovery and action shrinks from days to hours. The result? Faster ROI, fewer escalations, and a leaner support operation.
Real-World Dashboard Examples
Below are a few illustrative dashboards, each fully drill able and customizable to your own use cases.
Airline Dashboard
This airline dashboard presents key performance indicators, such as customer satisfaction (CSAT) scores and most-booked destinations so you can track and optimize your operations at a glance.
Barista Agent
A coffee shop barista dashboard might show total orders, revenue by coffee type, peak ordering hours, and average basket size. You’ll know at a glance which blend is trending and when to adjust staffing or promotions.
AI Agent Overview
This summary dashboard highlights total sessions, API calls made, top intents, average response time, and historical trends, perfect for weekly stand-ups or executive reporting.
Conversational IVR Dashboard
Designed for traditional contact centers, this view tracks queue triggers, sentiment analysis scores, call-volume trends by hour, and escalation hotspots, helping supervisors balance load and improve customer satisfaction.
Make Every Conversation Count
In the experience economy, winning brands don’t just automate they optimize continuously. Teneo Contact Center Analytics gives you the visibility to act faster, train smarter, and deliver measurable impact across every channel.
With every conversation, you can:
- Spot and fix friction before it costs you.
- Fine-tune virtual agents in real time.
- Prove value with clear, outcome-driven metrics.
The data is already there Teneo simply brings it to life.