®Voice agent analytics
Review AI phone-agent call volume, outcomes, caller behavior, appointment activity, and attribution.
What this dashboard is for
Use Voice agent Analytics when the summary on the main dashboard is not detailed enough.
The page helps you understand:
- how many calls the agents handled
- when callers contact the firm
- how calls end
- whether calls transfer or produce appointments
- how performance differs by agent
- which acquisition sources and practice areas are associated with resulting contacts and revenue
Choose the scope
- Open Agents > Analytics.
- Choose All Agents for a firm-wide view or select one agent.
- Select a preset or custom date range.
- Check the scope again before comparing two screenshots or reports.
- Click Sync Now only when you need to request the latest available call history.
Syncing can take time. Avoid clicking repeatedly while a sync is already running.
Read the call summary
The top cards include:
| Metric | What it tells you |
|---|---|
| Calls Handled | Calls included in the selected agent and period |
| Time Saved | Estimated staff time represented by agent-handled calls |
| AI Resolution Rate | The share of qualifying calls completed without a transfer |
| Average Call Duration | Average length of included calls |
| Call Breakdown | A summary of the call mix |
| Repeat Callers | Call activity from people who called more than once |
| Peak Hours | The busiest periods in the selected range |
| New Contacts | Contacts associated with eligible calls |
| Inbound Breakdown | Business-hours and after-hours inbound activity |
| Unique Callers | Distinct callers represented in the data |
| Answer Rate | The share of qualifying calls answered |
| Appointments Booked | Appointments associated with agent-handled calls |
Use percentage changes as directional comparisons. A small denominator can create a large percentage swing.
Read volume and outcome charts
- Use Calls Over Time to see volume, or switch to Minutes Over Time to see talk time.
- Use the call-volume heatmap to identify busy days and hours.
- Review:
- call outcomes
- caller sentiment
- inbound and outbound direction
- transfer rate
- Compare agent duration and minutes by agent.
- Review service-type, client-mix, and peak-performance views when enough data is available.
An outcome or sentiment label is a reporting aid. Open the underlying call before using it for coaching or a client decision.
Review Attribution & Growth
When attribution data is available, the lower section connects calls and contacts to business results. It can include:
- total attributed revenue and matters
- revenue and contacts by source
- first-touch and last-touch comparisons
- contact-to-retained and meeting-to-retained rates
- the acquisition funnel
- time to conversion
- visitor, device, page, city, and state context
Use this section to investigate acquisition patterns. For channel budgeting, compare it with Mission Control and the channel-specific dashboards.
A practical review routine
Daily
- Check calls handled, answer rate, transfers, and appointments.
- Review unusual outcomes in Call History.
- Confirm busy periods have an appropriate operational response.
Weekly
- Compare agents using the same date range.
- Review call outcomes and repeat callers.
- Listen to representative calls before coaching.
- Check whether resulting contacts and appointments are recorded correctly.
Monthly
- Review volume, minutes, and appointment trends.
- Compare source and practice-area outcomes.
- Investigate changes in answer, transfer, and retention patterns.
- Use a sufficiently long period to avoid overreacting to a handful of calls.
If analytics are empty
- Confirm at least one voice agent is configured and has handled calls.
- Confirm the selected agent and date range.
- Click Sync Now once and allow it to finish.
- Check Call History for the underlying calls.
- If the account is new, the dashboard may show a preview until real calls are available.