Question 1

Dashboard overview

Accepted Answer

The Analytics dashboard gives you a complete picture of how your AI agents are performing. Access it by clicking Analytics in the left sidebar. Key metrics at the top include Total Calls (calls handled in the selected time period), Average Duration (mean call length), Call Volume Trend (a chart showing daily call counts), and Resolution Rate (percentage of calls resolved without transferring to a human). Filter by date range (Last 7, 30, 90 days, or All time), specific AI agent, or call outcome.

Question 2

Call heatmap

Accepted Answer

The call heatmap is a visual grid showing exactly when calls come in by day of the week and hour of the day. Each row represents a day (Monday through Sunday), each column an hour (12 AM through 11 PM). Darker cells mean more calls, lighter cells mean fewer or no calls. Hover over any cell to see the exact number. Two modes are available: Last 7 Days (shows actual dates) and Last 30 Days (aggregates data by day of week over the past month). Use it to identify peak hours, ensure human team availability during peak times, and spot after-hours call patterns.

Question 3

Funnel analysis

Accepted Answer

The conversion funnel shows how calls progress through four stages. Calls Started (total calls received), Intent Detected (calls where the AI identified what the caller wanted; low rate means early hang-ups or comprehension issues), Action Taken (calls where the AI took a meaningful action like booking an appointment or providing specific information; low rate means the AI understood but could not fulfill the request), and Successfully Resolved (calls with a positive outcome; this is the ultimate success metric). Conversion rates between stages show how many calls progressed at each step.

Question 4

Cost per resolution

Accepted Answer

Cost per Resolution = Total Cost of Resolved Calls / Number of Resolved Calls. A call counts as resolved if its outcome is resolved, booked (appointment scheduled), or ticket created. The dashboard shows Overall Cost per Resolution, Cost per Booking, Cost per Ticket, and Resolution Rate. A typical AI-handled call costs EUR 0.50-1.50 per resolution, compared to human receptionists at EUR 15-25/hour or answering services at EUR 2-4/minute.

Question 5

Exporting reports

Accepted Answer

CSV export: set your date range and filters, click the CSV button, and download a spreadsheet with call ID, agent name, direction, phone numbers, duration, minutes used, cost, transfer details, and AI analysis (sentiment score, outcome, intent, summary, topics). Supports up to 10,000 rows. PDF export: click the PDF button to download a formatted report with summary cards, cost per resolution highlights, conversion funnel visualization, outcome breakdown table, and top topics discussed. PDF is designed for sharing with stakeholders.

Question 6

Improving your metrics

Accepted Answer

For high transfer rates (over 20%): check Transfer Analytics for transfer reasons, add knowledge base entries covering top transfer topics, and review Learning Suggestions. For low sentiment scores (below 6/10): listen to recordings, read transcripts, and adjust the system prompt for tone and clarity. For low resolution rates (below 50%): check the conversion funnel for drop-offs, enable integrations for booking and CRM actions, and expand the knowledge base. For high cost per resolution: review average call duration, improve system prompt for concise responses, and check if many calls are ending without resolution. Review analytics weekly, make one targeted change, and track the improvement.

Metric	What It Tells You
Total Calls	Number of calls handled in the selected time period
Average Duration	Mean call length in minutes and seconds. Shorter calls often mean your AI is resolving issues quickly
Call Volume Trend	A chart showing daily call counts, so you can spot patterns and growth over time
Resolution Rate	Percentage of calls successfully resolved without needing to transfer to a human

Analytics Dashboard

Key metrics at the top

Filtering your data