Reports

Analytics dashboards and insights for voice AI performance

Overview

Reports allow you to chain multiple metrics together to create comprehensive analytics dashboards. Track trends, compare performance, and drill down into specific calls - all from a single view.

What You Can Report On

Events

Track occurrences of specific events in your system:

• evaluation_failed - When calls fail quality checks
• task_completed - Successful objective completion
• escalation_triggered - Customer requested human agent
• tool_call_failed - Function execution errors
• Custom events defined in your system

Metrics

Analyze performance indicators over time:

• response_time - Agent response latency
• sentiment_score - Customer satisfaction trends
• interruption_count - Conversation flow issues
• call_duration - Efficiency metrics
• Any custom metrics you’ve defined

Aggregation Options:

• Count - Total number of occurrences
• Average - Mean value across calls
• Sum - Total combined value
• Minimum - Lowest recorded value
• Maximum - Highest recorded value
• Median - Middle value (50th percentile)
• P90 - 90th percentile value
• P95 - 95th percentile value

Baseline Configuration

Set context for your data with flexible baseline options:

Percentage Baseline

View data as a percentage against all your calls:

Failed evaluations: 12% of all calls
High frustration: 8% of all calls

Visualization Options

Line Graph

Track trends over time with detailed line charts:

Perfect for:

• Identifying patterns and trends
• Comparing multiple metrics
• Spotting anomalies

Number Chart

Display key metrics as single values or comparisons:

Ideal for:

• Executive dashboards
• Quick status checks
• KPI monitoring

Time Controls

Customize your view with flexible time options:

Time Period

• Last 24 hours
• Last 7 days
• Last 30 days
• Last 90 days
• Custom date range

Interval Grouping

• Hour: For real-time monitoring
• Day: For daily trends
• Week: For weekly patterns
• Month: For long-term analysis
• Year: For annual comparisons

Chain Multiple Metrics

Create powerful insights by combining metrics:

Correlation Analysis

Compare response_time with customer_satisfaction to find relationships

Compound Metrics

Stack multiple metrics to see the complete picture

Event + Metric

Combine events with metrics for context (e.g., response_time when evaluation_failed)

Sequential Analysis

Track how one metric affects another over time

Drill-Down to Calls

Every data point connects to the actual conversations:

1. Click any data point on your report
2. View matching calls that contributed to that metric
3. Navigate directly to the call screen from Live Monitoring
4. Analyze the conversation with full transcript and analysis

Dashboards

Dashboards allow you to organize and view multiple reports in a single place, giving you a comprehensive overview of your voice AI performance.

Creating Dashboards

• Multiple Dashboards - Create separate dashboards for different use cases (e.g., Production Monitoring, QA Review, Executive Summary)
• Add Reports - Select which saved reports to include in each dashboard
• Reorder - Drag and drop reports to organize your dashboard layout

Property Overrides

Filter an entire dashboard by specific call properties without creating new reports:

Common Use Cases:

• View all reports filtered to a specific business name or customer ID
• Analyze performance for a particular agent or integration
• Compare metrics across different property values
• Quickly switch between filtered views without leaving the dashboard

When you override properties at the dashboard level, all reports on that dashboard automatically update to reflect the filter - making it easy to drill down into specific segments of your data.

Managing Dashboards

• Default Dashboard - Set which dashboard loads by default
• Quick Access - Switch between dashboards from the navigation
• Update Reports - Add, remove, or reorder reports as your needs change

Use Cases

Performance Tracking

Monitor agent efficiency and quality:

• Average response times by agent
• Task completion rates over time
• Customer satisfaction trends

Issue Detection

Identify problems before they escalate:

• Spike in failed evaluations
• Increase in customer frustration
• Pattern of tool failures

Business Intelligence

Track metrics that matter to your business:

• Conversion rates
• Average handle time
• Cost per successful interaction

Compliance Monitoring

Ensure adherence to standards:

• Script compliance percentage
• Required disclosure rates
• Quality score distributions