Analytics

Aggregate call-quality insights over a date range: volume, satisfaction, duration, outcome and sentiment distributions, top topics, and a follow-up queue.

Where: left nav → Analytics (/analytics).

Using it

Pick a date range (defaults to the last 30 days); the cards and charts update as you change it.

Stat cards:

• Total Calls — with how many were analyzed (only analyzed calls feed the charts).
• Avg Satisfaction — out of 5.
• Avg Duration — average call length.
• Needs Follow-up — count of calls flagged for action.

Charts:

• Call Outcomes — a breakdown of how calls ended (successful, resolved, needs follow-up, escalation, no resolution).
• Sentiment Distribution — positive / neutral / negative.
• Top Topics — what customers called about most.
• Follow-up Queue — up to 10 calls needing attention, with summary, outcome, satisfaction and follow-up points.

Tips

• Charts reflect analyzed calls only — if AI analysis hasn’t run yet, the analyzed count (and charts) lag the total.
• Refreshing too quickly can hit a rate limit — wait a moment.