## **Gain Real-Time Visibility & Control**

Empower your voice and chat AI operations with the most actionable analytics in the market. Call & Chat Analytics dashboard delivers deep insights into every conversation, system layer, and cost driver, letting your team diagnose, optimize, and scale with confidence.

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## **Full Visibility Into Usage, Quality, and Cost**

**Agent Activity Logs**  
View traces, logs, and timelines to debug faster and ensure reliable agent behavior.

**Performance Monitoring**  
Track real-time operational health to spot bottlenecks and anomalies instantly.

**Cost & Efficiency Insights**  
Tie usage to spend with clear breakdowns by call, channel, or service type.

## **Complete Voice & Chat AI Metrics**

**Total Call Minutes & Number of Calls**  
Instantly view usage, campaign reach, and engagement trends.

**Average Cost per Call & Total Spend**  
Spot efficiency opportunities and manage budgets with day-by-day breakdowns.

**Transferred Calls & Termination Reasons**  
Identify escalation needs, conversation drop-offs, and optimize transfer logic.

**Call Duration & Call Source**  
Benchmark engagement and see which channels or agents drive the best outcomes.

**Tool Calls & Integration Usage**  
See how often backend actions are triggered, helping diagnose flow changes and cost impacts.

**Layered Cost Analytics**  
Drill into spend on telephony, LLM, speech AI, and platform fees - make evidence-based optimization decisions.

**Total Messages & Chats per Chat/Ticket**  
Accurately quantify digital conversation workload, engagement, and agent effectiveness.

**Intent Recognition & Tagging**  
Understand which user requests (cancellations, questions, issues) dominate volume, guiding process improvement.

**Escalation & Drop-Off Insights**  
Spot where sessions escalate to humans or drop off, reducing friction and improving retention.

## Frequently Asked Questions (FAQs)

### What questions can I answer with Call & Chat Analytics?  
Monitor cost spikes, early terminations, agent productivity, intent trends, escalation rates, and more - right inside your dashboard.

### Which channels are supported?  
Voice and chat metrics are both available, enabling true cross-channel visibility for operational and CX teams.

### Can I filter or segment data?  
Yes, flexible filters allow you to slice metrics by agent, template, campaign, custom date range, and timezone.

### Is technical setup required?  
None. Analytics populate automatically for all agents.

### How does this help my team improve?  
Spot problems fast, benchmark new strategies, and optimize every layer of voice and chat engagement for ongoing results.