Analytics

Analytics shows how your voice agents are performing, calculated from your real calls, usage and agent settings. Every chart, KPI, saved board and AI answer uses the same definitions, so the same metric over the same filters always shows the same number.

The tabs

• Overview — the headline numbers (total calls, average call duration, total cost, success rate, average response latency, tokens used, transfer rate, error rate and conversion rate), each compared with the previous period of the same length, plus call volume, successful vs unsuccessful calls, outcomes, duration and cost over time, agent performance and your most recent calls.
• Calls — every call in the range, searchable and sortable, plus when calls happen (hour of day, weekday), inbound vs outbound and how calls ended.
• Performance — time to first response, response latency (average and slowest 5%), interruption rate, caller and agent talk time, silence, tool-call success, fallback rate, speech recognition confidence, task completion and model turn time.
• Costs — total spend across every surface, call cost, cost per call and per conversion, tokens, and spend by day, service, surface and model. "Every metered event" opens the detailed usage log.
• Agents — a side-by-side table of every agent (calls, success, conversion, evaluation score, duration, latency, transfers, cost per call), with the best value in each column marked, and trends by agent.
• Outcomes — success rate, conversions, evaluation score, sentiment, your scorecard criteria ranked by pass rate, and the reasons calls fail.
• Customers — unique customers, repeat callers, and a table of your top customers.

Filters

One filter row sits above everything and scopes every number on the page:

• Date range — today, the last 24 hours, 7, 30 or 90 days, 12 months, or a custom range.
• Agents — one or several.
• More filters — direction (inbound / outbound), outcome, call status, sentiment, and successful or unsuccessful calls only.

Filters live in the page address, so you can bookmark or send a view to a teammate.

Drill-down and the call inspector

Click any point on a chart, any bar, any KPI tile or any row in the agent or customer tables to see the calls behind that number. Click a call to open the inspector:

• the outcome, whether it counted as successful, and what went wrong
• its scorecard — every criterion, passed or failed, with its definition
• voice timings: time to first response, response latency, interruptions, talk time, silence and how the call ended
• the transcript and recording
• the cost of each service used on the call
• details your agent captured during the call

Open full page gives the call its own link.

AI Analytics

Ask a question in plain English at the top of the Overview — for example "How did my sales agent perform this week?", "Why are calls failing?" or "Which agent has the highest conversion rate?".

The answer is built from your real numbers for the current date range and filters. Callable calculates the figures first; the answer may only use those figures and shows the ones it relied on. Any chart in the answer is drawn from your data, not written by the assistant, and if the answer ever contains a number that isn't in your data, it is flagged. Only aggregated figures are used — never transcripts, recordings or phone numbers.

Export

• Export in the filter row downloads the filtered calls as a CSV file.
• Every chart has a table view and a CSV download of exactly what it shows.

Why some values show "—"

A dash means the value was not measured, never zero. Two common reasons:

• Voice timings (response latency, interruptions, talk time, silence, fallbacks, tool calls) are measured on calls made since they were introduced. Older calls don't have them, and each chart says how many calls it covers.
• Evaluation score needs scorecard criteria. Add success criteria under an agent's Analysis settings; scored calls then appear in the score, the scorecard and the failure reasons.

Who can see what

Everyone in a workspace sees the same numbers. Members whose role can't view sensitive data see phone numbers masked and can't open transcripts, recordings or summaries.

Next steps

• Metric definitions
• Boards — build and share your own dashboards
• History