Question 1

Where can I find analytics?

Accepted Answer

Go to Analytics in the sidebar to see your performance dashboard. Enterprise clients have access to full analytics including call volume and duration metrics, cost per resolution, conversion funnel, call volume heatmap, trend comparison, sentiment analysis, transfer analytics, employee performance comparisons, and CSV and PDF report exports.

Question 2

What metrics are available?

Accepted Answer

The Analytics dashboard shows Total Calls, Average Duration, Sentiment Score (0-10), and Talk Time Ratio as overview cards. Advanced analytics include Cost per Resolution, Conversion Funnel, Call Volume Heatmap, and Trend Comparison. Additional analytics include Transfer Analytics, Outcomes, Top Topics, Employee Performance, and Recent Calls.

Question 3

How do I view calls by time period?

Accepted Answer

Use the time range selector at the top of Analytics to choose Last 7 days, Last 30 days, Last 90 days, or All time. All charts and metrics update dynamically based on your selection.

Question 4

What is 'Sentiment Breakdown'?

Accepted Answer

Sentiment Breakdown shows the emotional tone of your interactions. The Sentiment Score (0-10) is an overall rating where higher is more positive. Categories are Positive (customer was happy), Neutral (standard inquiry), and Negative (customer was frustrated). Each category shows count and percentage with visual progress bars.

Question 5

How is call sentiment determined?

Accepted Answer

AI analyzes each call for tone of voice patterns, words and phrases used, overall conversation flow, and resolution outcome. Sentiment is assigned automatically after each call and is typically 85-90% accurate.

Question 6

What is the Outcomes Breakdown?

Accepted Answer

Outcomes show how calls ended: Booked (appointment was scheduled), Interested (caller showed interest but did not book), or Not Interested (caller declined or was not a fit). Track these to measure your AI effectiveness at converting calls into appointments or leads.

Question 7

How do I compare AI Agents?

Accepted Answer

The Employee Performance section shows metrics for each AI Agent including Total Calls handled, Avg Sentiment score, Bookings (appointments scheduled), and Interested leads generated. Use this to identify which AI Agents perform best and which need improvement.

Question 8

What are Learning Suggestions?

Accepted Answer

Learning Suggestions are AI-detected patterns from your calls covering transfer patterns (common reasons customers get transferred) and ticket patterns (frequently created ticket topics). Each suggestion shows the pattern type, frequency, example reasons from actual calls, and suggested Knowledge Base additions.

Question 9

What are Top Topics?

Accepted Answer

Top Topics shows the most frequently discussed subjects in your calls, listing the top 5 topics by frequency with how many times each topic came up. Use this to understand what customers ask about most, prioritize Knowledge Base content, and spot trends in customer inquiries.

Question 10

What is Transfer Analytics?

Accepted Answer

Transfer Analytics provides detailed insights into calls transferred to humans. Metrics include Transfer Rate (percentage of calls transferred), Success Rate (transfers that connected successfully), Avg Duration, and Total Minutes. It also shows AI vs Transferred call comparison and Transfer Reasons breakdown with suggestions to reduce transfers.

Question 11

Can I export analytics data?

Accepted Answer

Yes. Click the CSV button to download a spreadsheet with all call data including call ID, agent name, direction, phone numbers, duration, cost, transfer details, and AI analysis (sentiment, outcome, intent, summary, topics). Up to 10,000 rows per export. Click the PDF button for a formatted analytics report with KPI summary, conversion funnel, and top topics.

Question 12

How often is analytics data updated?

Accepted Answer

Call data appears within minutes of call completion. Sentiment is processed within 5-10 minutes. Aggregated metrics are updated hourly. The dashboard refreshes when you load the page. Refresh your browser for the latest data.

Question 13

Why do my numbers look different from Call Logs?

Accepted Answer

Possible reasons include time zone differences (Analytics use your account time zone), filters applied, processing delays for recent calls, or different date range selections. Call Logs show individual calls while Analytics show aggregated metrics.

Question 14

What is 'Average Handle Time'?

Accepted Answer

Average Handle Time (AHT) is the mean duration of your calls: Total Call Duration divided by Number of Calls. For example, 500 total minutes across 100 calls equals an AHT of 5 minutes. Track AHT to understand typical call length, estimate costs, and identify efficiency improvements.

Question 15

Can I set up alerts or reports?

Accepted Answer

As an enterprise client you have access to scheduled email reports (daily, weekly, monthly), threshold alerts (e.g., alert when negative sentiment exceeds 20%), and custom dashboard views. Contact your account manager to configure automated reporting.

Question 16

How do I use analytics to improve my AI Agents?

Accepted Answer

Review analytics regularly: if transfer rate is high, check Transfer Reasons and add info to Knowledge Base. If sentiment scores are low, review transcripts and adjust AI tone. Implement Learning Suggestions, ensure Top Topics have good knowledge base coverage, and review the Conversion Funnel for stages with big drop-offs.

Question 17

What is Cost per Resolution?

Accepted Answer

Cost per Resolution shows the average cost to successfully resolve a call. It is calculated as Total Cost of Resolved Calls divided by Number of Resolved Calls. A call is resolved if its outcome is resolved, booked, or ticket created. Metrics include Cost per Booking, Cost per Ticket, and Resolution Rate.

Question 18

What is the Conversion Funnel?

Accepted Answer

The Conversion Funnel visualizes how calls progress through four stages: Calls Started, Intent Detected (AI identified clear customer intent), Action Taken (AI took meaningful action), and Successfully Resolved (booked, resolved, or ticket created). Between each stage you see the conversion rate percentage. Look for stages with big drop-offs to identify improvement areas.

Question 19

How does the Call Volume Heatmap work?

Accepted Answer

The Call Volume Heatmap shows when your calls happen using a color-coded grid of days and hours. In Last 7 Days mode it shows actual dates. In Last 30 Days mode it aggregates by day of week to show recurring weekly patterns. Darker orange means more calls. Hover over any cell to see the exact call count.

Question 20

How do I compare trends between periods?

Accepted Answer

Select a time range, check the Compare to previous period checkbox, and the chart overlays the previous period data as a dashed gray line. Switch between Total Calls, Cost, and Resolution Rate using the tabs. When comparison is enabled, the Cost per Resolution card shows percentage change with green or red arrows.