Every call — resolved or not — appears in Analytics in near real time, with its transcript, audio, routing outcome, and success or failure status.
The Performance tab allows you to monitor AI Receptionist activity, review individual calls, and analyze call-routing outcomes.
- Go to AI Team > AI Receptionist.
- In Call Receptionist, select View.
- Select the Performance tab.
- If your account has multiple AI Receptionist agents, select an agent from the agent list at the top of the page.
The Performance page includes the Overview, Logs, and Routing tabs.
Overview tab
The Overview allows you to view high-level performance metrics for the selected agent and reporting period.
The Overview displays:
- Total Calls Received: Total number of inbound calls received.
- Calls Resolved: Number of calls that AI Receptionist successfully resolved.
- Avg Call Duration: Average duration of all the calls received.
- Contacts Identified: Number of callers successfully matched to a candidate record in the agency’s database.
- New Candidates Created: Number of new candidate records created through AI Receptionist.
- Total Calls Transferred: Number of calls transferred to another person based on routing configurations.
View call classification
The Call Classification Breakdown shows the number of calls for each call classification.
Note: One call can have multiple classifications.
Hover over a chart segment or bar to view the corresponding value.
View Caller Identity
The Caller Identity chart shows the distribution of callers by identity type.
Hover over a chart segment to view its value.
Download Chart Data
Select the Download icon on a chart to download the data displayed in that chart.
Filter data
The date range selector lets you choose the reporting period. You can select a preset date range, the current year, the previous year, or a custom date range.
The filters on the left help you refine the results and quickly find the candidates you're looking for. Select one or more filters to narrow the list based on specific candidate attributes.
Available filters include:
| Filter | Definition |
| Candidate Type | Filter calls based on the type of candidate associated with the call. |
| Call Status | Filter calls based on their current status, such as completed, missed, or failed. |
| Call Classification | Filter calls based on how the call was classified after the conversation. |
Logs tab
Select Logs to view individual call records.
- Select Logs.
- Enter a caller's name or phone number in the search field.
- Apply filters to narrow the results.
- Select the caller's name to open the call details.
The call log includes information such as:
- Caller Name
- Call Time
- Caller Number
- Phone Number Called
- Writebacks
- Call Duration
Use the Table Settings icon to select the columns you want to display.
Note: The on-screen call log displays the most recent 30 days. Select Download Report to download the complete call history for the selected reporting period.
When you click on a caller name, it opens the Candidate Profile panel.
From the panel, you can:
- Play the call recording.
- Download the call audio.
- Review the Call Summary.
- Review or download the Transcript.
Download Report/Data
You can view data in near real time for the last 30 days in the UI. To view data older than 30 days, use the Download option to export the data. You can also use Download Report to export call data for the selected reporting period.
Filter data
The date range selector lets you choose the reporting period. You can select a preset date range, the current year, the previous year, or a custom date range.
The filters on the left help you refine the results and quickly find the candidates you're looking for. Select one or more filters to narrow the list based on specific candidate attributes.
Available filters include:
| Filter | Definition |
| Candidate Type | Filter calls based on the type of candidate associated with the call. |
| Call Status | Filter calls based on their current status, such as completed, missed, or failed. |
| Call Classification | Filter calls based on how the call was classified after the conversation. |
| Routed Number | Filter calls based on the phone number that received the call after routing. |
Routing tab
The Routing tab allows you to review calls that were routed to another person.
- Select Routing.
- Use the search field and filters to find a routing event.
- Review the routing details.
The routing table includes:
- Routed To
- Call Time
- Caller Name
- Caller Number
- Routed Number
- Outcome
Download Report/Data
You can view data in near real time for the last 30 days in the UI. To view data older than 30 days, use the Download option to export the data. You can also use Download Report to export call data for the selected reporting period.
Download call details
Select the ⋯ menu for a routing event to download the call's transcript or audio.
Filter data
The date range selector lets you choose the reporting period. You can select a preset date range, the current year, the previous year, or a custom date range.
The filters on the left help you refine the results and quickly find the candidates you're looking for. Select one or more filters to narrow the list based on specific candidate attributes.
Available filters include:
| Filter | Definition |
| Candidate Type | Filter calls based on the type of candidate associated with the call. |
| Routed Number | Filter calls based on the phone number that received the call after routing. |
| Call Intent | Filter calls based on the caller's reason for contacting the AI Receptionist. |