Understand voice analytics
Review call volume, talk time, and trends in Analytics.
Voice analytics helps you see how much your agents are being used and when your team receives calls. Use it to spot changes, then open individual call records to understand what happened.
Choose the period you want to review
Open Analytics and choose Calls. Select a date range using a shortcut or the calendar, then choose Apply. Available periods and deeper analytics depend on your workspace's plan.
Compare like-for-like periods. A partial day or month naturally contains less activity than a completed one. Check the range before treating a change as a trend.
Narrow the view
Use Add filter to focus on:
- Agent: one or more voice agents.
- Connected phone number: the numbers your organization uses.
- External phone number: the other side of the call.
Use Clear all to return to the broader view. A chart with no results may simply have a filter that excludes the calls you expected.
Read the charts
| Metric | What it tells you |
|---|---|
| Call Volume | How many calls occurred across the selected period. |
| Talk time / minutes | How much time was spent on calls. |
| Average Duration | The typical length of a call in the selected view. |
| Previous-period comparison | How the current period compares with the preceding one, where shown. |
Interpret call length alongside the conversation. A longer call may involve a complex request or an opportunity to make answers clearer. Review example calls before changing your instructions.
The Voice overview also shows recent calls and usage information. Use Go to calls or Open call to move from a summary to the conversation itself.
Turn a trend into a useful change
If call length rises, review several longer calls. Check whether customers repeat information, whether the agent asks unnecessary questions, or whether required knowledge is missing. Adjust the relevant behavior setting, knowledge, or task questions, then compare another period.
Use billing and usage screens to review your allowance and account details alongside the activity shown in these charts.
For reports in an external system, use the separate API reference.