Voice AI Performance Reports

What Are Voice AI Performance Reports?

Voice AI Performance Reports are automated email summaries that provide insight into the performance of your Voice AI agents over time. These reports deliver key call metrics, sentiment analysis, actions taken, and other vital data directly to your inbox on a schedule you define, eliminating the need for manual dashboard checks.

Key Benefits

Using Voice AI Performance Reports offers several advantages for monitoring and improving your Voice AI operations:

• Automated Updates: Receive regular performance summaries via email for each Voice AI agent.
• Flexible Scheduling: Choose from weekly, fortnightly, or monthly reporting frequencies tailored to each agent's activity level.
• Individual Agent Configuration: Set unique report frequencies and recipient lists for every Voice AI agent.
• Sentiment Tracking: Monitor trends in caller sentiment—positive, neutral, and negative—over time.
• Operational Insights: Review after-hours call volumes, action counts, and period-over-period changes in a single summary.
• Efficient Call Review: Use direct links to quickly access calls flagged for negative sentiment or unusually short duration.
• Smart Reporting: Reports are automatically skipped for periods with no call activity, keeping inboxes clutter-free.

Report Contents

Each Voice AI Performance Report includes a comprehensive overview of agent activity for the selected period. Key metrics provided are:

• Total Calls
• Total Call Duration
• Average Call Duration
• Success Rate
• Caller Sentiment Breakdown
• After Hours Calls
• Action Breakdown (SMS sent, call transfers, workflows triggered, appointments booked, custom actions)
• Period-over-Period Comparison
• Call Anomalies (up to three flagged calls with direct links to review details in the CRM)

Configuring Report Frequency

You can set the reporting frequency individually for each Voice AI agent. Options include:

• Weekly
• Fortnightly
• Monthly

This allows high-volume agents to be reviewed more frequently, while stable or low-activity agents can be set to less frequent updates.

Setting Report Recipients

Recipients for each agent's report can be customized to ensure the right stakeholders receive the information. You can send reports to:

• All admins of the location
• All users of the location
• Specific users
• Custom email addresses (useful for external stakeholders)

Note that receiving a report does not guarantee access to linked call details in the CRM; that depends on the recipient's user permissions.

Understanding Call Anomalies

Reports highlight up to three call anomalies—such as calls with negative sentiment or unexpectedly short duration—that may require review. Each anomaly includes a deep link that opens the call details directly in the CRM for further investigation. For comprehensive analysis, use Voice AI Agent Logs or Call Logs to access transcripts, summaries, and full interaction histories.

How to Set Up Voice AI Performance Reports

To configure Voice AI Performance Reports:

1. Navigate to the Voice AI section in your CRM.
2. Select the agent you want to configure.
3. Locate the Performance Reports settings.
4. Choose your desired frequency and add recipients.
5. Save your settings to activate automated reporting.