> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiceinfra.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Analytics and Conversation Intelligence Dashboard

> Track call volumes, agent performance, costs, and customer sentiment in VoiceInfra's real-time analytics dashboard. Export data for reporting.

VoiceInfra's analytics dashboard turns every call your AI agents handle into a source of measurable, actionable intelligence. See call volumes, spend, sentiment trends, and agent performance in real time — all in one place. Drill into individual call recordings, transcripts, and AI-generated summaries to understand exactly what's happening in your conversations. Export any data set for compliance reporting or executive briefings. Whether you're managing a handful of agents or running hundreds of calls a day, the dashboard gives you the visibility to optimise continuously and prove ROI with confidence.

## Dashboard overview

The main dashboard surface gives you an at-a-glance summary of your entire voice operation:

<CardGroup cols={2}>
  <Card title="Total calls and minutes" icon="phone">
    See the total number of calls handled and cumulative connected minutes across all agents for your selected date range.
  </Card>

  <Card title="Spend and cost per call" icon="circle-dollar-to-slot">
    Track total spend alongside average cost per call. Compare across agents to identify where your budget is going.
  </Card>

  <Card title="Call volume over time" icon="chart-line">
    A time-series chart shows call volume by day or hour. Spot peak periods, campaign spikes, and usage trends at a glance.
  </Card>

  <Card title="Call distribution by type" icon="chart-pie">
    See the breakdown of inbound, outbound, and batch campaign calls to understand how your traffic is structured.
  </Card>
</CardGroup>

Below the summary cards, the **Recent Calls** list shows your latest activity with agent name, call duration, cost, and status for each row. Click any row to open the full call detail view.

## Call logs

Every call VoiceInfra handles is stored in the call log with the following data:

| Field            | Description                                 |
| ---------------- | ------------------------------------------- |
| Caller number    | The number that initiated the call          |
| Called number    | The number that received the call           |
| Agent            | Which AI agent handled the conversation     |
| Duration         | Total connected time (minutes and seconds)  |
| Start / end time | Precise timestamps for the call             |
| Cost             | Itemised cost for that call                 |
| Status           | Answered, Voicemail, Failed, or Transferred |

**Drill into any call** to see:

* **Audio recording** — play back the full conversation
* **Full transcript** — verbatim text of everything said
* **AI-generated summary** — a concise overview of the call's purpose and outcome
* **Extracted data** — structured data your agent collected during the conversation (for example, names, order numbers, or appointment times)

**Filter** your call log by:

* Date range
* Call type (inbound / outbound / batch)
* Status (answered / voicemail / failed)
* Agent

**Export** filtered results as CSV for CRM imports, compliance records, or management reporting.

## AI-powered sentiment analysis

<Note>
  Sentiment analysis runs automatically on every call — no configuration required.
</Note>

VoiceInfra analyses the full transcript of each conversation to classify the caller's sentiment:

| Sentiment      | What it means                                                   |
| -------------- | --------------------------------------------------------------- |
| **Positive**   | Caller is satisfied, engaged, or appreciative                   |
| **Neutral**    | Caller is transactional or matter-of-fact                       |
| **Frustrated** | Caller shows signs of impatience, dissatisfaction, or agitation |

Sentiment is visible both on individual call records and in aggregate on the dashboard. Use it to:

* **Spot frustrated callers** — review calls flagged as frustrated to identify recurring pain points your agent isn't resolving
* **Track satisfaction trends** — see whether sentiment improves after you update your agent's knowledge base or transfer rules
* **Identify at-risk customers** — proactively follow up on calls ending in frustrated sentiment before a customer churns

<Tip>
  Review call transcripts weekly to identify common questions your agent isn't answering confidently. Add those topics to your knowledge base to improve your containment rate and shift more calls from frustrated to positive.
</Tip>

## Performance metrics

Use these metrics to measure how effectively your AI agents are handling your call volume:

| Metric               | What it shows                                                                 |
| -------------------- | ----------------------------------------------------------------------------- |
| **Containment rate** | Percentage of calls resolved by the AI without transfer to a human            |
| **Transfer rate**    | Percentage of calls transferred to a human agent                              |
| **Voicemail rate**   | Percentage of outbound calls that reached voicemail rather than a live person |
| **Average duration** | Average call length broken down per agent                                     |
| **Cost per call**    | Average cost per call broken down per agent                                   |

A high containment rate indicates your agent is effectively handling the majority of callers. A rising transfer rate may signal that your agent's knowledge base needs updating or that your transfer triggers need tuning.

## Automated reporting

Schedule recurring reports to be delivered to your inbox automatically:

* **Frequency** — daily, weekly, or monthly
* **Delivery** — email to any address you specify
* **Contents** — customise which metrics to include; optionally include an executive summary

Automated reports eliminate the need to log into the dashboard for routine reviews and make it easy to share performance data with stakeholders who don't have dashboard access.

### Technical specifications

| Spec                   | Value                         |
| ---------------------- | ----------------------------- |
| Dashboard update speed | Sub-second real-time updates  |
| Data retention         | Unlimited                     |
| Export format          | CSV                           |
| Report delivery        | Email, scheduled or on-demand |

## Frequently asked questions

<AccordionGroup>
  <Accordion title="How long is call data retained?">
    VoiceInfra retains all call data — logs, recordings, transcripts, and summaries — indefinitely. There is no time limit on how far back you can query or export.
  </Accordion>

  <Accordion title="Can I export transcripts?">
    Yes. From the call logs dashboard, apply your desired filters and click **Export**. The export includes call metadata and, where available, full transcripts. You can also open any individual call and copy or download its transcript directly.
  </Accordion>

  <Accordion title="How accurate is the sentiment analysis?">
    VoiceInfra's sentiment analysis achieves 95% accuracy. The model is trained specifically on voice conversation data, making it more reliable for phone call contexts than general-purpose sentiment tools.
  </Accordion>

  <Accordion title="Can I see per-agent cost breakdowns?">
    Yes. The analytics dashboard lets you filter all metrics — spend, cost per call, duration, containment rate — by individual agent. Use this to compare agent efficiency and identify which configurations are most cost-effective.
  </Accordion>

  <Accordion title="Can I track the impact of changes to my agent?">
    Yes. Because all data is retained and timestamped, you can compare metrics before and after any change — a knowledge base update, a new transfer rule, a different voice — by filtering the call log to the relevant date ranges.
  </Accordion>

  <Accordion title="How quickly do analytics update after a call?">
    Analytics update in real time with sub-second latency. Call records, costs, and sentiment appear in the dashboard within seconds of a call ending.
  </Accordion>
</AccordionGroup>