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 overview 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 reviewing:
Outbound agents: Summary, Results, Quality, Contactability, and Campaigns.
Inbound agents: Summary, Results, Quality.
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 number and outcome
We have fine-tuned the available filters at the top of each tab so you can cross-reference data exactly the way you need to:
Phone number: isolate the performance of a specific line.
Outcome: filter by a specific tag, such as "Confirmed".
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
The date selector now includes quick ranges (Today, Last 7 days, This month, Last 90 days, Last year, among others) in addition to the custom range.
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 minutes or messages consumption.
Volume graph with channel breakdown when hovering.
Results and Quality Evaluator, with the option to exclude unanswered calls.
Contactability rate (outbound) and Activity by channel.
What insights you can gain:
Detect at a glance whether volume or quality is shifting compared to previous periods.
Prioritize which channel or time slot to focus improvements on.
Results: full details by tag
The Results tab expands each tag configured for your agent with its own graph, categories/subcategories, and historical trends, including the option to include non-contacted conversations in the calculation.
How to interpret these metrics:
A sustained drop in a key tag (for example, "Confirmed") may indicate a script issue or contact segmentation problem.
Subcategories help you identify the specific reason behind an outcome, not just the volume.
Conversational quality with trend by criterion
In the Quality tab, you can view an evaluation of conversations broken down into Simplicity, Clarity, Consistency, Compliance, and Satisfaction, and it adds individual trend charts for each criterion.
What insights you can gain:
Detect specific improvements or drops in a particular criterion following a change in script or voice.
Isolate which conversation dimension is affecting the overall score the most.
Contactability
Available only for outbound agents (outgoing calls), this tab adapts its metrics according to available numbers, spam warnings, contactability rate, reached contacts, voicemails, returned calls, and peak contact hours/days.
How to interpret these metrics:
A high voicemail rate may point to suboptimal calling hours or issues with the caller ID number.
A high rate of returned calls is a positive sign: it indicates real interest from the contact.