Analytics Guide

Analytics is one of the most important areas for a newcomer. After every test call or campaign, open Analytics from the left navigation to understand what happened and what should be improved.

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Table of Contents

1. Where to open Analytics
2. Analytics overview dashboard
3. Call Logs
4. Reviewing recordings, transcripts, and outcomes
5. Logs (Historic and Live Calls)
6. Chatbot Logs
7. Pathway Analytics
8. What to check after calls or campaigns
9. Metrics to Review
10. Example Analytics Summary
11. How to Interpret Results

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Where to open Analytics

1. Log in to the Voicing AI platform.
2. Confirm you are in the correct workspace (top of the screen).
3. Click Analytics in the left sidebar.
4. Use the tabs at the top to switch between views:
   • Analytics — summary metrics and dashboard cards
   • Call Logs — detailed table of every call with IDs, duration, and status
   • Logs — quick list of historic or live calls with filters
   • Chatbot Logs — text chat sessions with assistants
   • Reports — reporting views (if enabled for your workspace)
   • Pathway Analytics — visual view of how callers move through a pathway

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Analytics overview dashboard

The Analytics tab shows high-level call metrics in cards, such as:

• Total calls completed
• Total duration
• Calls not answered
• Active calls and calls in progress
• Average call duration
• Inbound and outbound call counts

Use the filter button to narrow results by Date, Assistant, Campaign, Call Status, or Access Type. This helps you review only the calls you care about (for example, one assistant or one test day).

Analytics overview dashboard with filters

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Call Logs

Open the Call Logs tab to see a row-by-row list of calls. Each row typically includes:

Column	What it shows
Call ID	Unique ID for the call (use search to find a specific call).
Call duration	How long the call lasted.
Call status	Whether the call completed, failed, or had another outcome.
Phone number	Number used for the call.
Start time / End time	When the call began and ended.

From this screen you can search by Call ID, apply filters, and download logs for reporting.

Call Logs table

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Reviewing recordings, transcripts, and outcomes

In Call Logs, scroll or open additional columns to review quality details:

Column	What it shows
Call sentiments	Overall tone (for example, Neutral, Positive).
Call type	Type of call (for example, testing or production).
Campaign name	Campaign linked to the call, if any.
Call recording	Play the audio recording when available.
Call output extracted	Structured data pulled from the conversation.
Call transcripts	Full text of what was said on the call.

Use View on transcripts and extracted output to understand why a call succeeded or failed, then improve the assistant prompt, pathway, Knowledge Base, or tools.

Call Logs with sentiments, recordings, and transcripts

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Logs (Historic and Live Calls)

Open the Logs tab when you want a simpler call list with quick filters. This view is useful for day-to-day monitoring and spot-checking recent activity.

What you can do here:

Control	What it does
Call state	Switch between Live Calls and Historic Calls.
Campaigns	Filter calls by campaign.
Assistants	Filter calls by assistant.
Call type	Filter by call type (for example, testing).
User	Filter by user (for example, Myself).
Search	Find a specific call using Search by Call ID.
Refresh	Reload the latest call list.

Each log row shows the assistant/pathway name, phone number, call type, duration, and status (for example, completed). Click the arrow on a row to open more details for that call.

Logs tab with historic calls and filters

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Chatbot Logs

If your assistant supports chat (not only voice calls), use the Chatbot Logs tab to review text conversations.

What you can review:

Item	What it means
Assistant name	Which assistant handled the chat.
Duration	How long the chat session lasted.
Status	Whether the chat completed or ended early.
Search	Use Search chats to find a specific session.

Use Chatbot Logs to check whether the assistant answered correctly, stayed on topic, and completed the conversation as expected.

Chatbot Logs tab

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Pathway Analytics

Open Pathway Analytics to see how callers move through a selected pathway. This helps you find drop-off points and improve the flow.

How to use it:

1. Select a pathway from the Select Pathway dropdown.
2. Turn on Show Only Traversed Nodes to hide steps that were never reached.
3. Review the visual flow chart and note the Frequency on each node (how many times that step was reached).
4. Check Top 5 Most Traversed Paths to see the most common routes callers took.

Example insight: if many calls start but few reach the next node, users may be disconnecting early or the opening step needs improvement.

Pathway Analytics with flow chart and traversed paths

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What to check after calls or campaigns

Use Analytics to answer questions like:

• How many calls were attempted?
• How many calls connected or completed?
• How many calls failed or were not answered?
• How long did calls last?
• Did users complete the intended flow?
• Do transcripts show clear, helpful conversations?
• Are failures caused by contact data, provider settings, pathway issues, tools, or Knowledge Base answers?

Quick review sequence for newcomers

1. Check Total calls vs Connected calls.
2. Check Failed calls and top failure reasons.
3. Check Average duration and outlier short calls.
4. Open Call Logs and inspect a small sample of completed and failed calls.
5. Review Transcripts and Call output extracted.
6. If flow issues are suspected, open Pathway Analytics.

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Metrics to Review

Metric	What it means	What to look for
Total calls	Number of calls attempted.	Confirms the campaign/test actually ran.
Connected calls	Calls that were answered or connected.	Shows usable call volume.
Failed calls	Calls that did not complete successfully.	High failures may mean contact/provider issues.
Call duration	Length of each call.	Very short calls may mean disconnects or poor opening prompt.
Average call duration	Average length across calls.	Helps compare test runs or campaigns.
Call status	Final state of each call.	Review completed, failed, transferred, no answer, etc.
Campaign performance	Summary of one campaign.	Helps compare contact lists and campaign setup.
Assistant performance	How one assistant performs across calls.	Helps improve prompt, tools, and pathway.
Transcripts/conversation logs	Text record of the call, if available.	Use this to see exactly what happened.
Sentiment or outcome	User mood or result label, if available.	Helps understand call quality.
Transfer count	Number of calls transferred, if available.	High transfers may mean the assistant is not resolving issues.

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Example Analytics Summary

Metric	Example value
Total Calls	100
Connected Calls	82
Failed Calls	18
Average Duration	2m 10s
Transferred Calls	12

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How to Interpret Results

Pattern	Possible meaning	Suggested action
High failed calls	Contact list or calling provider issue.	Check phone number format and provider settings.
Very short call duration	Callers disconnect early or the opening message is weak.	Improve the first prompt and test again.
High transfer count	Assistant or pathway is not resolving enough queries.	Review transcripts and improve pathway/KB/tool coverage.
Low completion rate	Pathway, tool, or Knowledge Base issue.	Test each step and simplify the flow.
Confusing transcripts	Prompt may be too broad or unclear.	Rewrite prompt with clearer instructions.

Troubleshooting shortcuts

• If failures are high: start with number format, provider status, and campaign settings.
• If durations are too short: improve opening line and first intent capture step.
• If transfers are high: expand Knowledge Base coverage and improve pathway branches.
• If outcomes are inconsistent: inspect 10-20 transcripts and tune prompt instructions.

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Last updated: [05/28/2026]