Call Analytics

The Call Analytics section provides comprehensive insights into your call activity through detailed call records (CDRs) and performance statistics. This powerful tool helps you monitor call patterns, track key metrics, and optimize your phone system's performance.

Call Flow CDRs

The Call Flow CDRs tab displays detailed records of all calls in your system, providing rich information about each interaction.

Filtering Call Records

You can filter call records using various criteria:

Filter	Description
Time Range	Select specific date and time period
Status	Filter by call status (answered, resolved, lost)
Source Number	Search by caller's number
Source User	Filter by the user who made the call
Destination Number	Search by recipient's number
Source Contact Method	Filter by the contact method used
Call Flow	Filter by specific call flow

Call Record Fields

Each call record includes the following information:

Field	Description
Time Start	When the call was initiated
Time Connect	When the call was answered
Time End	When the call was terminated
Waiting Time	Duration between call start and connection
In Call Time	Duration of the connected call
Status	Current call status (answered, resolved, or lost)
Source Name	Caller's name
Source Number	Caller's phone number
Source Contact Method	Contact method used by caller
Source User	User who initiated the call
Destination Number	Recipient's phone number
Destination Contact Method	Contact method used by recipient
Destination Name	Recipient's name
Call Flow	Associated call flow
End Code	Reason for call termination
Resolved At	When the call was marked as resolved
Routing Attempt	Number of routing attempts made
Call ID	Unique identifier for the call
Recording	Access to call recording (if enabled)
Voicemail	Download voicemail message if caller left one

Recording Access

For recorded calls, you'll see two options in the Recording column:

• Play button (▶️): Listen to the recording directly in your browser
• Download button (⬇️): Save the recording to your device

warning

Listening to call recording playback in call flow CDRs is available only when cloud storage is enabled. (Settings > Cloud Storage Integrations)

Call Statuses

The system classifies calls into three statuses:

• Answered: Call was successfully connected and parties had a conversation
• Lost: Call was not answered and remains unresolved
• Resolved: Previously lost call that was either:
  • Successfully completed through a callback
  • Manually marked as resolved

End Codes

End codes provide specific reasons for call termination:

End Code	Description
Connected to agent	Call successfully connected to a live agent
Waiting timeout	Caller waited too long and timed out
Disconnect from originator	Caller hung up before connection
Pick-up	Call was answered by recipient
Redirect	Call was forwarded to another destination
Redirect Failed	Call forwarding attempt failed
Not allowed by scheduler	Call redirected to voicemail by time schedule
User not available	Destination unreachable or unresponsive
Too many redirects	Excessive redirects caused failure
Failed	Generic failure without specific error
Channels Overload	System reached channel capacity limit
Account blocked	Account access is restricted
PSTN termination blocked	External calling is blocked
External calls not allowed	Outbound calling not configured
PSTN Termination error	External routing failure
PSTN Termination billing error	Payment-related call failure
Wrong Number	Invalid destination number

Managing Lost Calls

Lost calls can be resolved in two ways:

1. Automatic Resolution

When you call back a number associated with a lost call, the system automatically resolves it upon successful connection.

note

Automatic resolution occurs within a 72-hour window after the callback.

2. Manual Resolution

To manually resolve a call:

1. Locate the lost call in your records
2. Click the Actions button (⋮)
3. Select "Resolve"
4. Confirm the resolution

warning

Resolution is permanent and applies to all related lost calls. Make sure you want to resolve the call before confirming.

AI Call Insights

AI Call Insights provides advanced analysis of your call recordings. Access these insights by scrolling to the right side of the Call Flow CDRs table.

The system displays two possible icons:

• AI icon: Indicates AI analysis is available
• No-AI icon: Indicates insight is not available

note

AI Processing Conditions:

• Calls under 1 minute are not processed
• Audio files over 25 MB are not processed

To view AI insights for a call:

1. Locate a call with the AI icon
2. Click the icon to reveal detailed analysis

info

AI Call Insights feature is currently being implemented and will be enabled soon. Once available, it will provide detailed analysis of your call recordings to help improve call quality and service delivery.

Call Statistics

The Call Statistics tab provides a visual overview of your call activity and key performance metrics.

Key Metrics

The statistics display includes:

• Total Outbound Calls: Number of calls made from your system
• Total Inbound Calls: Number of calls received by your system
• ASR (Answer-Seizure Ratio): Percentage of successfully connected calls
  • Higher ASR indicates better call quality and connection rates
• ACD (Average Call Duration): Average length of calls in minutes and seconds

Call Volume Visualization

The Total Calls chart provides:

• Visual representation of call volume
• Breakdown of inbound vs outbound calls
• Timeline view of call patterns
• Trend analysis capabilities

Filtering Statistics

You can refine the statistics view using:

• Date range selection
• Source/destination number filters
• User-specific filtering

note

Call statistics are:

• Available for the last 3 months
• Updated in real-time
• Timezone-aware

Best Practices

1. Regular Monitoring

   • Check call statistics daily
   • Review lost calls promptly
   • Track performance trends
   • Monitor key metrics

2. Lost Call Management

   • Follow up on lost calls quickly
   • Document resolution attempts
   • Use automatic resolution when possible
   • Keep resolution notes updated

3. Performance Analysis

   • Monitor ASR for call quality issues
   • Track ACD for service levels
   • Analyze peak call times
   • Review routing effectiveness

tip

Use the filtering options to focus on specific areas of concern and identify patterns that may need attention.