Lesson 2

Introduction to Analytics

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    “Call Analytics” can cover campaigns, individual calls, batch calls, and conversational pathway driven calls.

    Analytics can be found in your main menu:

    Call Analysis

    This screen shows a summary of the call analysis that’s been performed. These results are based on the analysis schema you’ve defined for your calls, either in “Batch Calls” or in “Inbound Phone Numbers.”

    Real Time Logs

    Real time logs show you live reports from all agents currently active. This is a streaming log function with several filters available.

    Category

    Call: Logs in the “Call” category are triggered by and related to agents running live calls. 

    Queue: Logs in the “Queue” category are related to the creation and queuing of calls (batch calls, for example). Queue logs are created before a call is performed by an available agent.

    Status

    Info: Informational logs give you updates on call status and progress within conversational pathways.


    Performance: These logs are related to latency and timing. They highlight anything related to the backend of your calls. 


    Error: If there are problems with variables, faulty API webhooks, or a pathway has an issue completing, the logs will appear with an “Error” badge.

    Live Calls Table

    All calls that are currently occurring will be shown in this table. 

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    Feedback and Monitoring

    Feedback and Monitoring

    NEXT

    Feedback and Monitoring

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