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Filters

Quickly narrow down data using the available filters:

  • Agent Filter – View metrics for specific agents.
  • Date Filter – Select custom date ranges to analyze performance over time.

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Overview Info

The top summary cards provide a snapshot of platform performance:

Total Calls

  • Number of total voice conversations initiated or received. e.g., 24 Calls | 100% Connected

Call Minutes

  •  Total time spent on calls and the average call duration. e.g., 45.18 minutes | 1.9 min Avg. call

Goal Completed

  • Calls achieving intended objectives (e.g., booked appointment, captured lead).
    e.g., 12 Completed | 50% Success Rate

Positive Sentiment

  •  Calls marked as having positive caller sentiment, as determined by AI analysis.
    e.g., 24 Positive | 100% Positive Calls

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Graphical Reports

Visual insights help understand trends at a glance

Calls by Type

  • Breakdown: Total, Inbound, Outbound, and Web calls. Tracked across selected dates

Calls by Status

  • Breakdown: Connected vs Not Connected
    Optimize retries, improve connect rate.

Calls by Goal Status

  • Breakdown: Goal Completed vs Incomplete
  • Identify what % of calls achieve their outcome

Calls by User Sentiment

  • Breakdown: Positive, Neutral, Negative
  • Monitor caller satisfaction and emotional tone

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Data Tables

Detailed breakdown for in-depth analysis:

Call Ended by Reason

  • Shows call end reasons (e.g., user hang-up, agent transfer, no response) Columns: Reason, Call Count, Call Minutes

Call Minutes by Agents

  • Track performance and talk time for each agent
  • Columns: Agent Name, Call Count, Total Call Minutes

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