> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Playbook analytics

> See how often playbooks run, how well reps follow them, and which steps get skipped.

## 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.

## 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.

<Tip>The **Step Performance** tab is the most reliable place to see which sections get skipped and how often.</Tip>

**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.

<Info>
  Adherence is the proportion of script sections a rep completed relative to the playbook's total sections, averaged
  across that scope.
</Info>

## Using it

<Steps>
  <Step title="Open analytics">Go to **Playbook Analytics** under Playbooks settings.</Step>

  <Step title="Pick a playbook">
    Click a playbook badge at the top of the **Overview** tab to switch which playbook the metrics describe.
  </Step>

  <Step title="Drill into steps or reps">
    Open the **Step Performance** tab to see which sections get skipped, or **User Performance** to compare reps.
  </Step>
</Steps>

## Troubleshooting

| Symptom                                                           | Likely cause                                | What to check                                                                                 |
| ----------------------------------------------------------------- | ------------------------------------------- | --------------------------------------------------------------------------------------------- |
| All metrics are zero or empty                                     | The playbook has no executions              | Confirm the playbook has been run on conversations; check its Conversations tab in the editor |
| Avg Time shows a dash                                             | No completed executions with timestamps     | Executions need both a start and completion time to contribute                                |
| Adherence looks low                                               | Reps skipping sections, or short scripts    | Use **Step Performance** to find high skip-rate sections                                      |
| User Performance shows an unfamiliar identifier instead of a name | The rep's display name couldn't be resolved | Confirm the rep's profile has a first/last name set                                           |
| Can't find a "Most Skipped Steps" summary on Overview             | Skip detail lives on a dedicated tab        | Use the **Step Performance** tab for per-section skip rates                                   |

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

## Related

* [Playbooks](/comms/playbooks/overview)
* [Groups & assignments](/comms/playbooks/groups)
* [Call recording](/comms/voice/recording)
* [Conversations](/comms/conversations/overview)


## Related topics

- [Playbooks](/comms/playbooks/overview.md)
- [Playbook groups & assignments](/comms/playbooks/groups.md)
- [Analytics](/blocks/embedded/object/analytics.md)
- [What the assistant can do](/ai/tools/library.md)
- [Communications](/comms/overview.md)