Analytics v.4
Analytics v.4
Last update
With this update, we are taking another step forward in the Analytics panel: more context per tab, more precise filters, and a faster reading of your agent's performance, whether inbound or outbound.
Below we share all the changes in detail.
Tab navigation adapted to your agent type
Now the Analytics section automatically adjusts the available tabs based on the type of agent you are viewing:
Outbound agents: Summary, Results, Quality, Contactability, and Monitoring.
Inbound agents: Summary, Results, Quality, and Monitoring.
[Screenshot: header with tabs]
This allows you to see only what is relevant to the type of operation you manage, without the noise of metrics that do not apply.
More precise filters by channel, number, and outcome
We have refined the filters available at the top of each tab so you can cross-reference data exactly as you need it:
Channel: Call, WhatsApp, SMS, RCS, or Email.
Phone number: isolate the performance of a specific line.
Outcome: filter by a specific tag, such as "Confirmed".
[Screenshot: filter bar]
What insights you can gain:
Compare performance between lines or channels within the same agent.
Isolate a specific outcome tag for targeted follow-up.
Adjustable date range and granularity
The date selector now incorporates quick ranges (Today, Last 7 days, This month, Last 90 days, Last year, among others) in addition to the custom range.
In views with time series, you can also adjust the granularity of the chart (Hourly, Daily, Weekly, or Monthly) to adapt the level of detail to the period you are analyzing.
[Screenshot: date selector and granularity]
Summary with more context at a glance
The Summary tab now concentrates all the essentials of your operation in the selected period:
Today block, with a real-time snapshot of the current day.
Conversations, attempts, unique/recurring contacts, average duration, and minute or message consumption.
Volume chart with breakdown by channel upon hovering.
Results and Quality Evaluator, with the option to exclude unanswered calls.
Contactability rate (outbound) and Activity by channel.
[Screenshot: Summary tab]
What insights you can gain:
Detect at a glance if volume or quality are moving compared to previous periods.
Prioritize which channel or time slot to focus improvements on.
Results: full detail by tag
The Results tab expands each tag configured for your agent with its own chart, categories/subcategories, and time evolution, including the option to include uncontacted conversations in the calculation.
[Screenshot: Results tab]
How to interpret these metrics:
A sustained drop in a key tag (for example, "Confirmed") may indicate a script or contact segmentation issue.
Subcategories help you identify the specific reason behind a result, not just the volume.
Conversational quality with evolution by criterion
The Quality tab maintains the average score out of 4 points, broken down into Simplicity, Clarity, Consistency, Compliance, and Satisfaction, and adds individual evolution charts for each criterion.
[Screenshot: Quality tab]
What insights you can gain:
Detect specific improvements or drops in a particular criterion after a script or voice change.
Isolate which dimension of the conversation is affecting the overall score the most.
Contactability by channel (outbound only)
Available only for outbound agents, this tab adapts its metrics according to the channel:
Voice: available numbers, spam warnings, contactability rate, reached contacts, voicemails, returned calls, and peak contact hours/days.
Text (WhatsApp, SMS, RCS, Email): contactability, peak contact hours, delivery rate, read rate, response rate, undelivered, and opt-out.
[Screenshot: Contactability tab]
How to interpret these metrics:
A high voicemail rate may indicate suboptimal hours or issues with the source number.
A high returned call rate is a positive sign: it indicates real interest from the contact.