Analytics

Track and analyze your agent’s performance with comprehensive analytics.

Overview Dashboard

The Analytics dashboard provides key metrics at a glance:

Key Metrics

Total Calls: Number of calls handled
Average Duration: Mean call length
Success Rate: Percentage of successful interactions
User Satisfaction: Based on post-call feedback
Peak Hours: When your agent receives the most calls

Call Metrics

Volume Metrics

Track call volume over time:

Calls per day/week/month
Inbound vs outbound calls
Calls by phone number
Calls by agent

Duration Metrics

Understand conversation lengths:

Average call duration
Distribution of call lengths
Trends over time
Comparison between agents

Quality Metrics

Measure conversation quality:

Intent recognition accuracy
Response relevance
Knowledge base usage
Escalation rate

User Behavior

Common Questions

Identify frequently asked questions:

Most common intents
Knowledge base queries
Topics by frequency
Trending topics

User Satisfaction

Track how users feel about interactions:

Post-call ratings
Sentiment analysis
Completion rates
Drop-off points

Performance Trends

Time-Based Analysis

See how performance changes over time:

Daily, weekly, monthly trends
Seasonal patterns
Impact of updates
Performance improvements

Comparative Analysis

Compare performance across:

Different agents
Different phone numbers
Different time periods
Different user segments

Custom Reports

Create custom reports for specific needs:

Select metrics to include
Choose date range
Apply filters (agent, number, etc.)
Export as CSV or PDF

Alerts and Notifications

Set up alerts for important events:

Call volume spikes
Drop in satisfaction scores
High escalation rates
System errors

Using Analytics to Improve

Identify Gaps

Use analytics to find areas for improvement:

Questions your agent struggles with
Topics needing more knowledge
Common conversation breakdowns

Test and Measure

Make changes and track impact:

Note baseline metrics
Make improvements
Monitor metric changes
Iterate based on results

Optimize Resources

Make data-driven decisions:

Best times to be available
Which agents perform best
What content to prioritize
Where to invest development time

Best Practices

Check Regularly: Review analytics weekly or daily for production agents
Set Benchmarks: Define success metrics for your use case
Track Changes: Note when you make updates to correlate with metric changes
Share Insights: Discuss analytics with your team
Act on Data: Use insights to drive actual improvements