Call and AI assistant analytics

The Analytics section has two separate tabs: Telephony — for calls, and AI assistant — for the assistant's work. The period and granularity filters are the same as on the other tabs (see Reports and metrics).

Telephony

On this tab, the channel filter shows only your phone numbers.

Key numbers

• Total calls — inbound and outbound, including unanswered ones.
• Inbound and Outbound.
• Missed — inbound calls nobody answered. These are lost customers.
• No answer — your outbound calls that weren't answered. They're counted separately because they aren't a lost inquiry.
• Answer rate — how many inbound calls were picked up, as a percentage of all inbound calls.
• Average wait — how long, on average, the customer heard ringing before someone picked up.
• Average talk time — the average length of a conversation, not counting the wait.

Below is the Calls over time chart: total, inbound, outbound, and missed.

By operator

A table for each employee: Answered, Placed, Average talk time, and Total talk time. A call is credited to whoever actually picked up or made the call. Unanswered calls aren't credited to anyone.

Below the table there may be Call quality (MOS) — a sound score from 1 to 5: above 4 is good, below 3.5 means there's audible interference. It's measured only for calls made in the browser.

AI assistant

This tab shows how the assistant talks to customers.

• Conversations — how many customers the assistant talked to in the period.
• Replies — how many messages it sent.
• Forms completed and Completion rate — in how many conversations the assistant collected the needed details and left a note for the manager.
• Handed to a human and Handover rate — how many conversations the assistant handed to a manager: the customer asked for a person, was unhappy, or the conversation went off track.
• Replies per conversation — on average.
• Spend — how much the model's work cost in the period, in US dollars.

Below are the Assistant activity by day chart and the By channel table.

AI summary of conversations

Click Build the summary — the AI will read the conversations for the selected period and find patterns you can't see in a single conversation: where customers drop off, what they ask about again and again. The analysis takes up to a minute. You can build a summary no more than three times an hour.