Analytics
Analytics help you understand how your voice agents are performing. This section covers call logs, metrics, dashboards, and how to use data to improve your agents.
Dashboard Overview
The main dashboard provides a quick overview of key metrics:
┌─────────────────────────────────────────────────────────────────────────────┐
│ DASHBOARD │
├─────────────────────────────────────────────────────────────────────────────┤
│ │
│ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │
│ │ Total Calls │ │ Avg Duration │ │ Success Rate │ │ Active Agents│ │
│ │ │ │ │ │ │ │ │ │
│ │ 1,247 │ │ 3:42 │ │ 84% │ │ 5 │ │
│ │ ↑ 12% │ │ ↓ 0:15 │ │ ↑ 3% │ │ │ │
│ └──────────────┘ └──────────────┘ └──────────────┘ └──────────────┘ │
│ │
│ ┌─────────────────────────────────────────────────────────────────────┐ │
│ │ CALL VOLUME CHART │ │
│ │ │ │
│ │ 100 │ ╭─╮ │ │
│ │ 80 │ ╭─╮ │ │ ╭─╮ │ │
│ │ 60 │ ╭─╮ │ │ │ │ │ │ │ │
│ │ 40 │ ╭─╮ │ │ │ │ │ │ │ │ ╭─╮ │ │
│ │ 20 │ │ │ │ │ │ │ │ │ │ │ │ │ │ │
│ │ 0 └──┴──┴──┴──┴──┴──┴──┴──┴──┴──┴──┴──┴──────────── │ │
│ │ Mon Tue Wed Thu Fri Sat Sun │ │
│ └─────────────────────────────────────────────────────────────────────┘ │
│ │
└─────────────────────────────────────────────────────────────────────────────┘
Key Metrics
Call Volume Metrics
| Metric | Description | What It Tells You |
|---|---|---|
| Total Calls | Number of calls in period | Overall usage level |
| Calls per Day/Week | Average call frequency | Demand patterns |
| Peak Hours | Busiest times | Staffing needs |
| Trend | Change vs. previous period | Growth or decline |
Quality Metrics
| Metric | Description | Good Target |
|---|---|---|
| Success Rate | Calls resolved without escalation | Above 70% |
| Avg Duration | Average call length | 2-5 minutes |
| Escalation Rate | Calls transferred to human | Below 30% |
| Sentiment Score | Customer satisfaction | Above 70% positive |
Agent Performance
| Metric | Description | Purpose |
|---|---|---|
| Calls per Agent | Distribution of calls | Load balancing |
| Resolution by Agent | Success rate per agent | Identify issues |
| Avg Duration by Agent | Efficiency comparison | Optimization |
Call Logs
Accessing Call Logs
- Click "Call Logs" in the sidebar
- View the list of all calls
- Use filters to narrow results
- Click individual calls for details
Call Log List
Each entry shows:
| Column | Information |
|---|---|
| Date/Time | When the call occurred |
| Duration | How long the call lasted |
| Agent | Which agent handled the call |
| Caller | Phone number (if available) |
| Status | Completed, transferred, dropped |
| Sentiment | Positive, neutral, negative |
Filtering Calls
Filter by:
- Date range — Last 7 days, 30 days, custom
- Agent — Specific agent
- Status — Completed, transferred, etc.
- Duration — Short, medium, long
- Sentiment — Positive, negative, neutral
Call Details
Click any call to see:
┌─────────────────────────────────────────────────────────────────┐
│ CALL DETAILS │
├─────────────────────────────────────────────────────────────────┤
│ │
│ Call ID: call_abc123xyz │
│ Date: January 15, 2024 at 14:32 │
│ Duration: 3 minutes 42 seconds │
│ Agent: Reception Assistant │
│ Caller: +43 664 123 4567 │
│ Status: Completed │
│ Sentiment: Positive (87%) │
│ │
│ ┌───────────────────────────────────────────────────────────┐ │
│ │ TRANSCRIPT │ │
│ ├───────────────────────────────────────────────────────────┤ │
│ │ │ │
│ │ Agent: Hello! Thank you for calling ABC Company. │ │
│ │ How can I help you today? │ │
│ │ │ │
│ │ Caller: Hi, I'd like to know your business hours. │ │
│ │ │ │
│ │ Agent: We're open Monday through Friday from 9am to │ │
│ │ 6pm, and Saturdays from 10am to 4pm. │ │
│ │ │ │
│ │ Caller: Great, thanks! Can I make an appointment? │ │
│ │ │ │
│ │ ... │ │
│ └───────────────────────────────────────────────────────────┘ │
│ │
│ [▶ Play Recording] [📥 Export] [🔗 Share] │
│ │
└─────────────────────────────────────────────────────────────────┘
Transcript Features
- Full conversation text
- Speaker identification (Agent vs Caller)
- Timestamps for each message
- Searchable content
Audio Playback
If recording is enabled:
- Play full recording
- Skip to specific parts
- Adjust playback speed
- Download audio file
Sentiment Analysis
The platform automatically analyzes customer sentiment:
Sentiment Categories
| Category | Indicators | Score Range |
|---|---|---|
| Positive | Happy, satisfied, grateful | 70-100% |
| Neutral | Business-like, factual | 30-70% |
| Negative | Frustrated, angry, disappointed | 0-30% |
Using Sentiment Data
Identify issues:
- High negative sentiment → Review transcripts
- Specific agent issues → Training needed
- Time-based patterns → Staffing problems
Improve agents:
- Study positive calls → Replicate approaches
- Analyze negative calls → Fix prompt issues
- Track sentiment trends → Measure improvements
Exporting Data
Export Options
| Format | Best For |
|---|---|
| Excel (.xlsx) | Analysis in spreadsheets |
| CSV (.csv) | Data processing, import to other systems |
| Reports, documentation |
What's Exported
- Call metadata (date, duration, agent, etc.)
- Transcripts
- Sentiment scores
- Custom fields
Export Steps
- Apply desired filters
- Click "Export" button
- Select format
- Download file
Reports
Pre-built Reports
| Report | Contents |
|---|---|
| Daily Summary | Calls, duration, sentiment for the day |
| Weekly Performance | Week-over-week metrics |
| Agent Comparison | Performance by agent |
| Trend Analysis | Long-term patterns |
Custom Reports
Create reports based on:
- Specific date ranges
- Selected agents
- Filtered criteria
- Custom metrics
Using Analytics to Improve
Identify Common Issues
- Review calls with negative sentiment
- Look for patterns:
- Same questions causing confusion
- Specific topics leading to escalation
- Time-of-day issues
Optimize Knowledge Base
Low resolution rate for specific topics?
- Add more information to knowledge base
- Add FAQ entries for common questions
- Clarify confusing content
Improve Prompts
Agent behaving incorrectly?
- Review transcripts of problem calls
- Identify prompt gaps
- Add specific instructions for scenarios
Adjust Agent Settings
Calls too long?
- Adjust prompt for brevity
- Review if agent is being too verbose
High escalation rate?
- Review escalation triggers
- Add more information to KB
- Train agent for difficult scenarios
Metrics Glossary
| Metric | Calculation | Meaning |
|---|---|---|
| Success Rate | (Completed - Escalated) / Total | % resolved by agent |
| Avg Duration | Total minutes / Total calls | Time per call |
| Escalation Rate | Escalated / Total | % transferred to human |
| First Call Resolution | Resolved without callback / Total | % solved first time |
| Sentiment Score | Weighted average of call sentiments | Overall satisfaction |
Best Practices
Regular Review
| Frequency | What to Review |
|---|---|
| Daily | Quick glance at volume and sentiment |
| Weekly | Detailed metrics review, identify trends |
| Monthly | Full analysis, compare to goals |
| Quarterly | Strategic review, plan improvements |
Acting on Data
- Set benchmarks — Know what "good" looks like
- Track changes — Monitor after making adjustments
- Test hypotheses — Make specific changes, measure impact
- Document learnings — Keep notes on what worked
Related Topics
- Voice Agents — Improving agent performance
- Knowledge Base — Updating information
- Troubleshooting — Solving common issues