Skip to content

Analytics

What it's for

Analytics shows how your voice agents are performing across all calls in your workspace. You can see call volume, call length, how often outbound calls are answered, how calls end, how callers feel, and the business results your agents produce. You can change the time period, download your call data, and (as an admin) add your own KPIs and rearrange the page.

Choose a time period

  1. Click Analytics in the sidebar.
  2. Use the date menu at the top right. Choose Last 24 hours, Last 7 days, Last 30 days, or Last 90 days.

Most numbers and charts update to match. Two exceptions:

  • The per-agent charts always cover the last 30 days.
  • Active Calls always shows calls happening right now.

Download your call data

  1. Pick a time period.
  2. Click Export.
  3. A CSV file downloads with one row per call: Date, Agent, From, To, Duration (s), Status, Type, and Sentiment.

Metric glossary

Headline tiles and charts

Metric What it means
Call Counts How many calls happened in the period. The small arrow shows the change compared with the previous period of the same length.
Call Duration Average call length.
Call Latency Typical delay between the caller finishing speaking and the agent replying, in milliseconds. Lower is better. Shows "No latency data" until call details are synced.
Picked Up Rate Share of outbound calls that someone answered. Calls that rang out, were busy, failed, or reached voicemail count as not picked up. Inbound calls are left out.
Concurrency Used How many calls were happening at the same time, over the period.
End to End Latency Daily response delay. The typical (p50) and slowest-1% (p99) lines are shown.
Call Counts (Successful vs unsuccessful) Daily calls split into successful and unsuccessful.
Call Successful Share of calls marked successful versus unsuccessful. Calls with no result count as unsuccessful.
Disconnection Reason Why calls ended, for example the caller hung up, no answer, or a transfer.
User Sentiment How callers felt: positive, neutral, negative, or unknown.
Phone Inbound/Outbound Daily inbound and outbound calls.
Call Picked Up Rate Daily picked-up rate for outbound calls.
Call Successful Rate Daily share of successful calls.
Call Successful (By agent) Success rate for your busiest agents.
User Sentiment (By agent) Average caller mood for your busiest agents, on a 0 to 100 scale. Higher is happier.

Results and cost tiles

Metric What it means
Usage Cost What your call minutes cost in the period, based on your plan.
Appointments Appointments in the period, with how many were completed and cancelled.
Transfer Rate Share of calls transferred to a person or another number.
Active Calls Calls in progress right now.

ROI Metrics

Metric What it means
Appointments Appointments booked or completed.
Deals Created Deals marked won or closed.
Revenue Total value of those deals.
Client Cost What you were billed for the period.
ROI Revenue minus cost, divided by cost, as a percentage. Green is positive, red is negative.
Cost / Acquisition Cost divided by the number of deals.
Pipeline Value Total value of deals still open.
Auto Transactions Deals recorded automatically from your systems.
Manual Transactions Deals entered by hand.

Add a custom KPI

Who can use it: admins only.

  1. Click Add KPI at the top, or Manage KPIs in the Custom KPIs card.
  2. Enter a Name, for example "Booking Rate".
  3. Add an optional Description.
  4. Build a Formula. Click fields under Available Fields to insert them, then add math, for example {appointments_booked} / {total_calls} * 100.
  5. Check the message under the formula. It says Valid formula or explains the problem.
  6. Pick a Category and a Display Format: Number, Percentage, Currency ($), or Duration.
  7. Click Create KPI.

Your KPI appears in the Custom KPIs card. To delete one, hover over it and click the × in its corner. Built-in library KPIs can't be deleted.

Rearrange the page

Who can use it: admins only.

  1. Click Customize.
  2. Drag sections by their handle into the order you want.
  3. Click Done. Click Reset to go back to the default order.

Your layout is saved in this browser only. Other people and other devices keep their own layout.

Troubleshooting

  • A chart says "No call data for this period": Try a longer time period.
  • "No latency data": Latency appears for calls synced after this feature was added. Sync your calls again from Conversations.
  • "No outbound calls" on the picked-up charts: These only count outbound calls. See Outbound Campaigns.
  • Create KPI is greyed out: Fill in a name and a valid formula.