Voice Dashboard
Gain insights into interactions conducted through voice channels such as phone calls or voice assistants. Monitor call volume, average call duration, call resolution rates, and customer feedback. Understand how customers engage with your business through voice channels and identify opportunities to enhance the voice experience.
Voice bot report KPIs
| KPI Title | Description |
|---|---|
| Call Disconnect Split by Day | This KPI displays the number of call disconnections on a daily basis. It helps in identifying patterns or anomalies in call disconnections over time. |
| Call Disconnect Split | This KPI categorizes call disconnections into various time intervals (e.g., <1 minute, 1-3 minutes, 60-90 minutes, 90-120 minutes). It provides insights into the duration before calls are disconnected, helping to understand user behavior and potential issues. |
| API Status Split by Day and API Name | This KPI tracks the number of API errors by day and API name. It provides a detailed view of API performance, highlighting error counts in each region for specific APIs. |
| API Status Split by API Name | This KPI provides a breakdown of API statuses for each API name, such as "agent check" and "get access token." It helps in monitoring the performance and reliability of individual APIs. |
| Call Hangup Reason Split by Day | This KPI shows the reasons for call hangups on a daily basis. It helps identify trends and common reasons why calls are being terminated. |
| Call Hangup Reason Split | This KPI categorizes the reasons for call hangups, providing a comprehensive view of the factors leading to call termination. It aids in diagnosing and addressing call quality issues. |
| Call Engagement Split by Day | This KPI measures daily call engagement levels. It tracks user interaction with the voice bot, helping to assess user interest and engagement over time. |
| Call Engagement Split | This KPI provides an overall view of call engagement, categorizing engagement levels. It helps in understanding how effectively the voice bot is engaging with users. |
| Average Ring Duration by Day | This KPI calculates the average duration of the ring time before a call is answered, measured on a daily basis. It helps in evaluating the responsiveness of the system. |
| Average Call Duration by Day | This KPI measures the average length of calls on a daily basis. It provides insights into the typical duration of user interactions with the voice bot, aiding in performance analysis. |
Voice dashboard filters
You can refine Voice Data analysis using multiple filters:
- Date Filter: Focus your analysis on specific date ranges.
- Call Status: Filter calls based on their current status, such as "Answered," "Missed," or "Voicemail".
- Hangup Reason: Filter calls by specific reason for call termination. Use the operator to define the reason.
- Hangup Source: Determine where the call hangup originated, such as "Agent," "Customer," or "System."
- Call Direction: Differentiate between inbound and outbound calls to analyze performance based on call direction.