Understanding Your AI Voice Agent Analytics
The AI Voice Agent analytics dashboard shows how your agents are performing — call volume, resolution rates, handover rates, and time saved. Use it to identify which agents need tuning and where callers are dropping off.
Available on: All AI Voice Agent plans
Accessing Analytics
Go to Dashboard > AI Voice Agent > Analytics. The dashboard has separate Inbound and Outbound tabs.
Key Metrics
Inbound Analytics
| Metric | What it measures |
|---|---|
| Total Calls | Number of inbound calls handled by the AI agent |
| AI Resolution Rate | Percentage of calls the agent resolved without transferring to a human |
| Human Handover Rate | Percentage of calls transferred to a live agent |
| Total Actions Executed | Number of automated actions completed (appointments scheduled, SMS sent, data collected) |
| Time Saved | Estimated time saved compared to handling these calls manually |
| Avg Call Duration | Average length of AI-handled calls |
| Max Concurrent Calls | Highest number of simultaneous calls the agent handled |
| Peak Time | Time of day with the highest call volume |
Outbound Analytics
The outbound tab tracks the same core metrics for calls your AI agent initiated: total calls, connect rate (broken down by human pickup, machine pickup, and unclassified), resolution rate, handover rate, actions executed, and time saved.
Actions Tracked
The analytics dashboard tracks five action types:
- Schedule Appointment — appointments booked via Google Calendar or Outlook
- Data Collection — structured information extracted from conversations
- Send SMS — messages sent during or after calls
- Transfer Call — calls handed off to live agents (cold or warm)
- Assign Disposition Code — call outcomes tagged automatically
Time Filters and Comparisons
- Filter by Day, Week, or Month with a date picker for specific ranges.
- Each metric includes a percentage change indicator comparing the current period to the previous period (e.g., "AI Resolution Rate: 78% ↑ 5% vs. last week").
What to Watch
AI Resolution Rate dropping? Check your knowledge base — the agent may be encountering questions it cannot answer. Review transcripts using the View Sources feature to find gaps.
Human Handover Rate climbing? Review the transfer triggers in your agent configuration. Your escalation criteria may be too broad, or callers may be asking about topics outside the agent's knowledge base.
High call volume at Peak Time? Consider adding more phone numbers or configuring business hours to spread the load.
Related Articles
- Create Your First AI Voice Agent — full setup walkthrough
- Log AI Voice Agent Calls to Your CRM — automatic call logging to HubSpot, Salesforce, and more