Call Analytics & Quality

Turn Every Call Into Actionable Data

Every call your AI agent handles generates a wealth of data — and the analytics dashboard turns that raw data into insights you and your clients can actually use. Whether it's spotting trends, identifying training gaps, or proving ROI to a skeptical client, analytics is where the magic happens.

Analytics Dashboard Overview

The analytics dashboard (available in both your agency portal and the client portal) presents six core metrics at a glance:

Tip: The Goodbye Rate is your single best quality indicator. A high goodbye rate (80%+) means callers are staying on the line, getting their questions answered, and ending the call politely. A low goodbye rate means callers are hanging up — and that's a signal to improve the agent's greeting, knowledge base, or FAQ answers.

Per-Call Intelligence

Every single call gets its own intelligence report, generated automatically after the call ends. Click any call in the history to see:

AI Summary▼

A concise 2-3 sentence summary of the entire conversation. Example: "Caller asked about emergency plumbing rates for a burst pipe at a residential address. Agent provided the after-hours rate ($150 call-out fee) and offered to schedule a same-day appointment. Caller declined and said they'd call back in the morning."

This saves your clients from listening to every recording. They can scan summaries in seconds to know exactly what happened.

Caller Intent▼

The system identifies why the caller reached out. Common intents include:

• Appointment booking — wanted to schedule a visit

• Pricing inquiry — asked about costs or rates

• Service information — wanted to know what services are offered

• Hours/location — asked when or where the business operates

• Complaint — had an issue to report

• Follow-up — calling about an existing appointment or service

Over time, intent data reveals what callers care about most — powerful intelligence for your client's business.

Data Collected▼

Any information the caller shared is extracted and displayed as structured data:

• Full name

• Phone number

• Email address

• Address or location

• Service requested

• Preferred date/time

This data feeds into the contact record automatically, so your client never has to manually enter caller details.

Sentiment Analysis▼

Each call receives a sentiment score: Positive, Neutral, or Negative. The system analyzes the caller's tone, word choice, and overall conversation trajectory to determine sentiment.

Negative sentiment calls are flagged so your client can follow up personally if needed — for example, a frustrated caller who wasn't satisfied with the AI's response.

Quality Score Breakdown▼

The quality score (0-100) is computed based on multiple factors:

• Did the agent understand the caller's request?

• Was the response accurate and helpful?

• Did the conversation flow naturally?

• Was the call resolved, or did the caller hang up?

• Were any actions taken (booking, message, etc.)?

A score above 80 is excellent. Between 60-80 is acceptable. Below 60 means the agent likely struggled — check the transcript and consider updating FAQs or the knowledge base.

Contact Intelligence

The platform automatically builds a contact record for every unique caller. Over time, each contact accumulates:

• Full call history with that contact

• Total number of interactions

• Average sentiment across all their calls

• Key data points (name, email, service interests)

• First and last contact dates

This turns your client's AI agent into more than a receptionist — it becomes a lightweight CRM that builds itself with every call.

Note: Use analytics data in your monthly client reports. Showing a client that their agent handled 247 calls this month with a 92% quality score and 85% positive sentiment is the best retention tool you have. Numbers don't lie — and they justify your monthly fee.

Using Analytics to Improve Performance

Analytics aren't just for reporting — they're your roadmap for making the agent better: