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Overview

The Playbook Analytics screen reports how your playbooks perform across conversations. Pick a playbook from the badge selector at the top, then read its metrics across three tabs: Overview (headline numbers), Step Performance (per-section detail), and User Performance (per-rep detail). If no playbook is selected, the first one is shown by default.

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How it works

Analytics are computed from playbook executions. Records created each time a playbook is run on a conversation. Each execution tracks its status, the current section index, a frozen snapshot of the playbook content at start, and per-section timing/skip metrics. Overview tab shows four headline cards for the selected playbook:
  • Total Executions: how many times it ran.
  • Completion Rate: share of executions marked completed.
  • Avg Time: average minutes from start to completion.
  • Adherence Score: average sections completed out of total, expressed out of 100.
The Step Performance tab is the most reliable place to see which sections get skipped and how often.
Step Performance tab lists each script section with its number, title, type, average time, skip rate, and completion count. User Performance tab lists each rep with their execution count, completion rate, and adherence score.
Adherence is the proportion of script sections a rep completed relative to the playbook’s total sections, averaged across that scope.

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Using it

1

Open analytics

Go to Playbook Analytics under Playbooks settings.
2

Pick a playbook

Click a playbook badge at the top of the Overview tab to switch which playbook the metrics describe.
3

Drill into steps or reps

Open the Step Performance tab to see which sections get skipped, or User Performance to compare reps.

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Troubleshooting

When reporting an issue, include the request id shown in the error toast. It links the in-app error to the server logs.