Voice Call Analytics

Overview

The Voice Call dashboard provides detailed data on all Voice AI calls at the call level.

It functions like a sophisticated air traffic control tower for automated communication campaigns, tracking every single voice interaction from attempted to completed or dropped, including transcripts and records to analyze operational efficiency and identify reasons for reroutes or failures.

The dashboard utilizes multiple visualizations, including Sankey and Funnel charts, distribution charts, and trend charts, to help users understand call flow and performance. 

You can navigate to Analytics & Data > Voice Call to access the dashboard.

Dashboard

The Voice Call dashboard is structured into multiple distinct tabs, each serving a specific aggregation or detail purpose:

Overview: Shows the entire call funnel and key performance indicators (KPIs).

All Voice Flows: Lists data aggregated at the voice flow level.

All Workflows: Lists data aggregated at the workflow level.

All Call Records: Provides detailed records for every call.

Overview Tab

The Overview tab presents the core performance data through charts and tiles.

The data is shown in terms of tiles and charts, displaying:

• Calls attempted: All the calls attempted (initiated) from the system (including the retries)
• Calls answered: All the calls that were answered/picked up, irrespective of the outcome.
• Calls Dropped: Count of calls that were dropped after being picked up abruptly
  • Abrupt termination by the user
  • Abrupt termination by the agent
  • By System
• Calls Completed: Calls that were answered and did not get dropped
• Calls Rescheduled: Calls where the outcome was rescheduled
• Avg Call Duration: Average of time from call answered to call completed
• Median Call Duration: Median of time from call answered to call completed

Call Conversion Chart

You can toggle the main call flow visualization between a Sankey view and a Funnel view.

• Sankey View: This visualization shows the flow of calls over time (e.g., in the last seven days), illustrating the journey from attempted calls to answered, dropped, or completed calls. 
  The following metrics are displayed:
  • Calls Attempted
  • Calls Answered
    • Calls Completed
      • Based on metadata, show the distribution
    • Calls Dropped
      • By agent
      • By user
      • By system
  • Invalid Numbers
  • Voicemail
  • No Responses: Calls not picked

• Funnel View: The Funnel View serves as an alternative visual representation of this exact sankey view.
  • Calls Attempted
  • Calls Answered
  • Calls Completed
    
    
    

You can switch the visualization to display either absolute values or percentages (e.g., 100% attempted calls, followed by the percentage answered).

Trend Chart

The entire visualization can be converted into a trend chart. This allows you to examine changes over time (daily or weekly) for metrics such as calls attempted, showing if they have increased or decreased.

Call Duration 

A specific chart displays the distribution of call durations, plotting the number of calls versus the call duration. This includes distribution for both completed calls and dropped calls. For example, the chart might indicate that approximately 60 dropped calls had a duration of five minutes.

Dropped Call Reasons

This chart focuses on completed call outcomes and the reasons for dropped calls. 

• Trend view: This segment shows the reasons why a call was dropped, categorizing them (e.g., dropped by the user or dropped by an agent).
• Distribution: This distribution view can be displayed as a trend view or a pie chart to visualize the percentages of the various reasons.

All Voice Flows Tab

The All Voice Flows tab provides an aggregated view of performance data specifically for each voice flow. It is a filterable and searchable data table that includes the number of attempts, answered calls, and completed calls for that specific voice flow.

Search

You can narrow down the data presented by using the "Search by Voiceflow Name" functionality.

Drill-Down Capability 

The table facilitates further investigation; clicking on specific numerical metrics within this aggregation table automatically takes you to the All Call Records tab, applying the relevant filter for the selected voice flow. The numerical data points in the table are often underlined, indicating they are clickable links for drill-down.

Detailed Metrics (Columns)

The All Voice Flows table provides a comprehensive look at the performance and outcomes associated with each voice flow:

• Voiceflow Name: The descriptive name given to the specific voice flow.
• Voiceflow ID: A unique identifier associated with the voice flow.
• Used in Workflows: Indicates the workflows where the voice flow is currently implemented, sometimes showing the workflow name or the total number of workflows.

• Attempted: The total number of calls initiated for that specific voice flow.
• Answered: The total count of calls that were answered.
• Answer Rate: The percentage of attempted calls that were successfully answered.
• Completed: The total count of calls that successfully concluded or reached completion.
• Completion Rate: The percentage of calls that were completed.

• Dropped: The total number of answered calls that were dropped.
• Drop Rate: The percentage of calls that were dropped.
• Dropped by Agent: The number of dropped calls where the drop action was initiated by an agent.
• Dropped by User: The number of dropped calls where the drop action was initiated by the user.

• Rescheduled: The total count of calls where the outcome was a reschedule action.
• Reschedule Rate: The percentage of calls that resulted in a reschedule.
• Voicemails: The total count of calls that resulted in reaching a voicemail.
• Voicemails Rate: The percentage of calls resulting in a voicemail.
• No Responses: The total count of calls where no response was detected.
• No Response Rate: The percentage of calls resulting in no response.
• Invalid Numbers: The count of calls attempted to invalid recipient numbers.

Duration Metrics

• Average Call Duration: The average time spent on the calls, measured in minutes (e.g., "3 m," or "<1 m").
• Median Call Duration: The median time spent on the calls, measured in minutes.

All Workflows Tab

This table aggregates the data at a specific workflow level. It displays what is happening at the workflow level, and if there are multiple voice flows attached to that workflow, they are visible.

If a workflow contains multiple voice flows, this tab summarizes the collective performance of those voice flows under the single workflow entry.

• Search bar: The search bar allows you to search by Workflow Name and allows you to select the time period for the data displayed.

• Export report: The data table supports export (indicated by a cloud icon) and column visibility toggling (indicated by a grid icon).

Detailed Metrics (Columns)

The All Workflows table provides a comprehensive set of columns, detailing the performance and outcomes for each workflow:

Workflow Name: The name given to the workflow. Names can be linked/clickable.

Workflow ID: The unique name associated with the workflow. Names can be linked/clickable. 

Voiceflows: Details regarding the voice flows associated with the workflow.

Attempted: The total number of calls initiated for that specific workflow.

Answered: The total count of calls that were answered.

Answer Rate: The percentage of attempted calls that were successfully answered.

Completed: The total count of calls that successfully concluded or reached completion.

Completion Rate: The percentage of calls that were completed.

Dropped: The total number of calls that were dropped. These numbers may be clickable.

Dropped by Agent: The number of dropped calls where the drop was initiated by an agent.

Dropped by User: The number of dropped calls where the drop was initiated by the user.

Drop Rate: The percentage of calls that were dropped.

Rescheduled: The total count of calls where the outcome was a reschedule action.

Reschedule Rate: The percentage of calls that resulted in a reschedule.

Voicemails: The total count of calls that resulted in reaching a voicemail. These numbers may be clickable.

Voicemails Rate: The percentage of calls resulting in a voicemail.

No Responses: The total count of calls where no response was detected. These numbers may be clickable.

No Response Rate: The percentage of calls resulting in no response.

Invalid Numbers: The count of calls attempted to invalid recipient numbers.

Average Call Duration: The average time spent on the calls.

Median Call Duration: The median time spent on the calls.

Drill-Down Functionality

• Workflow to Voice Flow Analytics: If you click on the numerical metrics (which are sometimes underlined) in the All Workflows table, the system will transition the view to the All Call Records tab. This action automatically applies the necessary filter to show the individual recipient records that contributed to that specific aggregate number within the selected workflow.
• Drill-Down to Voice Flow Analytics: Clicking on an entry in the All Workflows table can also direct the user to voice flow-level analytics.

All Call Records Tab

The All Call Records tab provides detailed information at the recipient level.

Data available for each individual call record includes:

• Recipient name (searchable)
• Call duration
• Timestamps (when the call was attempted, started, and ended)
• The specific voice flow, workflow, and node name
• The exact status of the call

Transcript and Summary Feature

A crucial feature of the All Call Records tab is the ability to review the voice interaction details.

• Access: By clicking on a transcript, a right-side panel appears.
• Functionality: You can view the summary of the call, see the exact call transcript, play the recording, and download the transcript.

Filters

The Voice Call Dashboard includes filtering mechanisms designed to segment and isolate data at various levels, from high-level aggregation tables down to individual call records.

Left-side filtering is available across the data tables (such as All Voice Flows and All Workflows) to help users narrow down records  . Specific filter options include:

• Workflow: Filter data for a specific workflow.

• Workflow Status/Category: Filter by the category or status of a workflow.

• Target Entity: Filter by a specific target entity.

• Call Status: Filter for a specific status of a call. For example, users can filter for records that are "completed".

• Specific Flow Filtering: Users can filter out data for a specific voice flow or a specific workflow.

B. Drill-Down as Filtering Mechanism

A significant function of the dashboard is the updated drill-down process, which inherently involves filtering.

• Action: When a user clicks on the numerical metrics within the aggregated tables (e.g., All Voice Flows or All Workflows):

• Result: The system automatically navigates the user to the All Call Records tab.

• Filter Application: Concurrently, the system applies the filter on the left side corresponding to the voice flow or workflow that was clicked. This allows the user to see the exact individual records (e.g., call records) that contributed to the aggregated number they selected.