Understanding Metrics

The analytics dashboard shows many metrics. This page explains what each one means, how it’s calculated, and what insights you can draw.

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Call Volume Metrics

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Total Calls

The number of calls handled in the selected period. Includes:

• Inbound calls answered
• Outbound calls connected
• Test calls (if enabled)

Use it to:

• Track overall usage
• Identify busy periods
• Plan capacity

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Inbound vs Outbound

Ratio insight:

• High inbound = reactive support
• High outbound = proactive engagement

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Duration Metrics

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Average Call Duration

Total call time ÷ Number of calls What it indicates:

• Short calls → Quick resolutions or early hang-ups
• Long calls → Complex issues or engaged conversations
• Very long calls → Possible stuck conversations

Benchmarks vary by use case:

• Simple FAQ: 1-2 minutes
• Support: 3-5 minutes
• Sales qualification: 5-10 minutes

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Total Call Time

Sum of all call durations. Useful for:

• Cost estimation
• Capacity planning
• Usage tracking

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Outcome Metrics

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Completion Rate

Calls that ended normally ÷ Total calls “Normally” means:

• End Call function triggered
• Caller said goodbye
• Transfer completed

Does NOT include:

• Caller hung up unexpectedly
• Technical failures
• Timeouts

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Success Rate

Calls achieving desired outcome ÷ Total calls Based on disposition or post-call metrics. Examples:

• Support: Issue resolved
• Sales: Lead qualified
• Reminders: Appointment confirmed

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Transfer Rate

Calls transferred to human ÷ Total calls High transfer rate may indicate:

• Complex issues beyond agent capability
• Prompt needs improvement
• Knowledge Base gaps
• Appropriate escalation (not always bad)

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Quality Metrics

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Customer Satisfaction

From post-call metrics (if configured). Common scales:

• 1-5 rating
• NPS (0-10)
• Thumbs up/down

Use it to:

• Track service quality
• Identify problem areas
• Measure improvements

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Resolution Rate

Issues resolved on first call. High resolution rate = efficient agent Low resolution may indicate:

• Incomplete knowledge
• Process issues
• Complex problems

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Time-Based Analysis

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Peak Hours

When do most calls occur? Use it to:

• Staff humans appropriately
• Schedule campaigns effectively
• Expect higher/lower volumes

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Day-of-Week Patterns

Some days are busier than others. Use it to:

• Plan maintenance windows
• Schedule campaigns
• Set expectations

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Trends Over Time

Is performance improving?

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What’s Next