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AurionAI

Voice analytics

3 min readBy Emmanuel Yazbeck

The Voice tab shows the calls that your AI voice agent handled: how many, how long, how they ended and when they came in.

Availability: the Voice tab appears on the AI Voice + Helpdesk profile. On the AI Voice profile, the same call figures are on the Overview tab. Every dashboard role can open it.

Prerequisites

  • Your organization uses the AI Voice + Helpdesk profile, or the AI Voice profile for the same figures on the Overview tab.
  • Your voice agent has taken calls. Read Agent name, greeting and behaviour.

Open voice analytics

  1. In the sidebar, select Analytics.
  2. Select the Voice tab.
  3. Choose the period in the filter bar. Read Choose the period.
  4. Optional: in the outcome list, choose one outcome, for example Escalated. All figures on the tab then count only calls with this outcome. To show all calls again, choose All Outcomes.

The Voice tab with the call figures and charts.

What the figures mean

AurionAI counts the calls that started in the chosen period.

  • Total Calls: all calls. The line below gives the number of completed calls.
  • Avg. Duration: the average length of a call. Calls with no length and calls longer than one hour are left out.
  • FCR Rate: the share of calls whose outcome is Ticket Created, Status Checked or KB Article. AurionAI treats these calls as resolved in one call.
  • Tickets Created: calls with the outcome Ticket Created. The line below gives the number of calls with the outcome Escalated.

Read the charts

  • Call Volume Trend: calls per day, with the lines Total Calls, Completed and Failed.
  • Call Outcomes: the number and share of calls per outcome. The outcomes are Ticket Created, Status Checked, KB Article, Escalated, Hung Up and Error. A call with no recorded outcome counts as Unknown.
  • Peak Hours: a grid of weekdays and hours. A darker cell means more calls in that hour.

Days and hours use the time zone of your browser.

Find the calls of one caller

  1. In the Search phone... box, enter at least 4 characters of the phone number.
  2. Wait a moment. A list of matching calls appears above the figures.

The list shows the masked number, the time, the length, the outcome and the status of each call. The figures and charts do not change. Read Other filters.

Result

The tab shows the call figures for the chosen period and outcome. A call appears in the figures as soon as AurionAI has recorded it. The page asks for new figures about every minute. Select Refresh to ask at once.

If something goes wrong

  • Error loading analytics The call figures could not load. The message gives the reason when the server sends one. Select the retry button if it is shown, or change the period.
  • The figures are zero, but the voice agent took calls. Check the period and the outcome list. Select Reset to clear both.
  • The tab is missing. Your organization does not use the AI Voice + Helpdesk profile. On the AI Voice profile, use the Overview tab. On the Helpdesk profile, there are no call figures.

Still stuck? Submit a request or .