Maximizing Business Outcomes with Voice Bot KPI Tracking

If you're using a voice bot, tracking your metrics is essential for achieving the desired results. Yellow's platform offers comprehensive tracking to give you complete insights into your bot's performance.

1. Voice reports available on Insights

You have two options to track your voice data:

1. Basic Reporting: The platform automatically tracks common points from the voice conversation and displays them on the Voice Overview Dashboard on Insights module. From the dashboard, you can:

   • Retrieve the total number of calls received in the past week.
   • Retrieve the average duration of calls for the previous 30 days.
   • Retrieve the answering rate for the outbound campaign during the last quarter.

2. Advanced Reporting: You can track bot analytics on Insights based on your specific needs in the following ways:

   1. CDR reports: View more than 15 voice call parameters on the Call Details Report (CDR) in the Data Explorer. From the CDR report, you can:

      • Retrieve a list of users who disconnected calls during the last 7 days.
      • Retrieve the answering rate for a specific campaign (identified by its ID) that was launched last Sunday.

   2. Conversational details reports: Design custom flows to track the specific information you need from the customer, save it in a database, and visualize it. From the conversational details report, you can:

      • Retrieve the percentage of callers who are selecting the Hindi language option.
      • For an e-commerce chatbot, retrieve the percentage split between inquiries related to order status and those related to registering a complaint.

   3. CDR X Conversational details report: Use complex queries to combine Call Details Report (CDR) and conversational data and create custom reports. From this report, you can:

      • Retrieve the average handling time for calls in the Hindi language.
      • Compare the average handling times of calls for use case A versus use case B in the voice bot.

Further articles provide detailed explanations of these use cases.

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2. Usage of voicebot reports

Below are some instances that can be obtained from the voicebot reports:

Use-cases	Insights
Customer service management	Custom fields can be used to track customer details and gather insights into the types of queries being asked. For example, a customer service bot for a telecommunications company could use custom fields to track the types of service issues being reported by customers in different regions, allowing the company to identify patterns and address recurring problems.
Sales and marketing	Custom fields can be used to track customer preferences and interests, allowing sales and marketing teams to tailor their messaging and offers. For example, an e-commerce company could use custom fields to track the types of products customers are interested in and target them with personalized promotions
Education and training	Custom fields can be used to track student progress and gather insights into areas where additional support may be needed. For example, an educational counseling bot could use custom fields to track the types of questions being asked by students in different age groups, allowing counselors to identify areas where additional resources may be needed.
Healthcare	Custom fields can be used to track patient information and gather insights into health trends. For example, a healthcare bot could use custom fields to track patient symptoms and conditions, allowing healthcare providers to identify patterns and provide more effective treatment.
Financial services	Custom fields can be used to track customer financial information and gather insights into spending habits. For example, a banking bot could use custom fields to track customer spending by category, allowing the bank to identify areas where customers may benefit from additional financial products or services.
Travel and hospitality	Custom fields can be used to track customer preferences and gather insights into travel trends. For example, a travel booking bot could use custom fields to track the types of destinations and travel experiences customers are interested in, allowing travel companies to tailor their offerings to meet customer needs.
Identifying customer trends	CDR reports can provide insights into customer behavior, including the types of calls received, the most common reasons for calling, and the most frequent customer complaints. This information can be used to improve customer experience and drive business growth. For example, a marketing team may use CDR reports to identify common customer pain points and develop targeted campaigns to address them.
Evaluating call quality	CDR reports can provide insights into the quality of calls, including call duration, call wait time, and call drop rate. A business may use this data to identify trends and areas for improvement. For example, a call center may use CDR reports to identify common issues that cause calls to be dropped and take steps to address them.
Analyzing call volume	CDR reports can help businesses track call volume, including the number of calls received, missed, answered, and abandoned. For example, a customer service team may use CDR reports to analyze their call volume and determine the busiest times of day.
Call Duration Analysis	Businesses can use CDR reports to analyze the average call duration. This can help identify if customers are spending too much time on call or answering multiple questions posed by that bot without completly understanding the intent.
Measuring chatbot performance	With CDR reports, businesses can track how well their chatbot is performing. They can see metrics such as the response time, resolution rate, and error rate, which can help them identify areas for improvement and optimize their chatbot for better customer service.
Assessing chatbot ROI	By tracking the number of conversations and the time spent on each conversation, businesses can calculate the ROI of their chatbot investment. They can also track how many leads or sales were generated as a result of chatbot conversations.
Monitoring compliance	Businesses in regulated industries, such as finance or healthcare, can use CDR reports to monitor compliance with industry regulations. They can track the conversations and ensure that their chatbot is providing accurate and compliant information to customers.