Analytics

The Analytics dashboard provides performance metrics and insights for your agents and campaigns.

To view analytics:

In Agent Studio, select Analytics from the sidebar.
Configure the filter criteria:
- Period: Select the date range to analyze.
- Agents: Choose all agents or filter by specific agents.
- Inbound/Outbound: Filter by call direction.
- Campaigns: Choose all campaigns or filter by specific campaigns.
Review the analytics dashboard, which displays:
- Total Calls: Number of calls made during the selected period.
- Call Duration (Total): Total duration of all calls in the selected period.
- Answered Calls (Total): Number of successfully connected calls.
- Call Status Distribution: Breakdown of all calls by status.
- Task Success Rate: Percentage of successful calls out of total answered calls.
- Transfer to Human Rate (Outbound): Percentage of outbound calls that required human intervention.

Next steps