Insights & analytics
Insights is where you measure how your agents are performing. It turns raw call activity into clear metrics — how many calls you handled, how many succeeded, how long they ran, what they cost, and why they ended — so you can spot problems and improve.
Pick a time range
Every view is scoped by a time range you choose at the top:
- Today
- This week
- This month
Switching the range recalculates all the metrics below it.
Key metrics
| Metric | What it tells you |
|---|---|
| Total calls | How many calls happened in the range (including calls made). |
| Successful vs. unsuccessful | Counts of calls that met your success criteria vs. those that didn't. |
| Success rate | The share of calls that were successful. |
| Average duration | How long a typical call lasted. |
| Average cost / call and total spend | What your calling is costing you. |
How calls ended
A breakdown shows why calls ended, which is often the fastest way to find issues:
- Customer ended — the caller hung up.
- Assistant ended — the agent completed and closed the call.
- Silence timeout — the call ended after a stretch of silence (worth investigating if this is high).
- Other — anything else.
A rising silence timeout share usually points to prompts or workflow steps where the agent isn't responding fast enough — a good place to tune.
Two ways to explore
- Graph view — trends over time, so you can see whether things are improving or slipping across the range.
- Dashboard view — metric tiles and summaries for an at-a-glance status.
You can also drill into individual calls from Insights to read the transcript and review the recording — the same call detail you get from an agent's activity.
Using insights well
- Compare This week vs. This month to catch regressions early.
- Watch success rate and how calls ended together — a high volume with a low success rate is a signal to revisit the agent's behaviour or workflow.
- Keep an eye on average cost as you scale outbound campaigns.