Voice analytics and overview
See how many calls your AI agent picked up, how often it answered, and when callers were put through to a person.
Where to find it
Voice › Voice analytics
Open this screen
Steps
- In the sidebar, open Voice › Voice analytics.
- Choose a Period and, if you want one line only, pick it in the line list (All lines by default).
- Read the tiles: Calls with your AI agent, Caller turns, Answered by your agent and Put through to a person.
- Read the daily bars and the On the call table below them.
- For a quick summary and links to every voice page, open Voice › Voice overview.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Period | Last 7 days, Last 30 days or Last 90 days. | Last 30 days |
| Line | One phone line or all of them. | All lines |
| Calls with your AI agent | Calls the agent picked up, incoming and outgoing. | — |
| Caller turns | Times a caller spoke and was answered. | — |
| Answered by your agent | Turns the agent answered; the rest CallDesk answered itself. | — |
| Put through to a person | Transfers, how many were picked up, and messages left. | — |
| On the call | Slow turns, callers talking over the agent, answering machines, calls on a line with no agent, and calls the agent could not answer. | — |
Troubleshooting
"Could not load analytics."
Reload the page. The figures are counted from records; nothing is estimated.
"These figures could not be loaded." on Voice overview
Press Try again.
Tips
- Browser tries are not counted; the note at the top says how many there were.
- Each call's length and recording are in the call log.
Good to know
- Call length, exact answer time, cost per call and caller ratings are not measured here, so they are not shown.
Related how-tos
- Compare periods and phone lines Look at your AI agent's calls for one period or one phone line.
- Voice overview and quick links See the last 30 days at a glance and jump to any voice page.
- Call history Every call on your workspace with who, when, how long, the result and the summary, and each call opened to read what was said.
- Reports See how your calls are going, from half-hour intervals and agent scorecards to reports you build, save and send by email.