Call Analytics

Learn how to analyze your call performance data, including new contact-based filtering capabilities.

Overview

Call analytics help you understand:

• How many calls you're receiving
• Call performance metrics
• Contact interaction patterns
• Trends over time

Analytics Features

📊 Statistics Dashboard

View key metrics including:

• Total Calls: Overall call volume
• Average Duration: How long calls typically last
• Satisfaction Levels: Customer satisfaction ratings
• Response Rates: How well your assistant handles calls

📈 Trend Analysis

Track changes over time with:

• Daily/Weekly/Monthly Views: See patterns across different time periods
• Interactive Charts: Visual representation of your call data
• Comparison Periods: Compare current performance to previous periods

🎯 Contact Analytics (New Feature)

Filter all analytics by specific contacts:

• Individual Contact Performance: See metrics for specific callers
• Contact Satisfaction: Track satisfaction levels for individual contacts
• Calling Patterns: Understand when and why specific contacts call
• Resolution Tracking: Monitor if contact issues are being resolved

How to Use Contact Filtering in Analytics

Step 1: Access Analytics

1. Navigate to the Analytics section in your dashboard
2. You'll see the main analytics overview

Step 2: Filter by Contact

1. Look for the "Search by contact" dropdown
2. Select the contact you want to analyze
3. All statistics will update to show data only for that contact

Step 3: View Filtered Results

The following metrics will be filtered by your selected contact:

• Call volume from that specific contact
• Average call duration for their calls
• Satisfaction ratings from their interactions
• Main calling reasons for their calls
• Trends over time for their call patterns

Combining Filters

You can combine contact filtering with:

• Date Ranges: See analytics data for specific time periods — all results, including calling reasons, are filtered based on when the calls were received
• Assistant Filtering: View contact interactions with specific assistants
• Time Intervals: Change the view from daily to weekly or monthly

Analytics Types

Satisfaction Analytics

• Overall Satisfaction: General satisfaction levels
• Contact-Specific Satisfaction: How satisfied individual contacts are
• Satisfaction Trends: How satisfaction changes over time

Calling Reasons

• Top Reasons: Most common reasons people call
• Contact-Specific Reasons: Why specific contacts call
• Reason Trends: How calling reasons change over time
• Date-Filtered Reasons: When you select a date range, calling reasons are correctly filtered based on when the calls were received

Performance Metrics

• Call Success Rates: How often calls are successfully handled
• Duration Analysis: Understanding call length patterns
• Contact Engagement: How actively contacts interact with your assistant
• Data Accuracy: All metrics are based on deduplicated call data — duplicate call events are automatically filtered out so your numbers are always correct

📝 Feedback Analytics (New Feature)

Track how users evaluate their call experiences:

• FAQ Feedback: See how users rate FAQ suggestions with thumbs up/down
• Feedback Categories: Understand why users give negative feedback through categorized responses:
  • Conversational flow issues
  • Wrong answers from the assistant
  • Lack of knowledge (automatically creates knowledge base gaps)
  • Voice quality concerns
• Knowledge Gap Creation: Monitor when negative feedback automatically generates knowledge base gaps for improvement

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Tips for Effective Analytics:

• Use contact filtering to identify your most important or frequent callers
• Track satisfaction trends for specific contacts to ensure service quality
• Combine date ranges with contact filtering for detailed analysis
• Regular review of contact-specific analytics can help personalize service
• Monitor feedback categories to identify common issues and improvement areas
• Pay attention to knowledge gap creation patterns to proactively improve your assistant's knowledge

If you need help interpreting your analytics, please contact your administrator or support team!