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Analytics Dashboard

Your central hub for monitoring AI assistant performance, call metrics, and business insights.

Accessing Your Dashboard​

  1. Log in to voice.vokaai.com
  2. Click Analytics or Dashboard in the left sidebar
  3. View your real-time and historical metrics

Analytics Dashboard Overview

Dashboard Overview​

Your dashboard provides a comprehensive view of your Voka AI performance at a glance.

Key Sections​

Top Metrics (KPIs)

  • Total calls today/this week/this month
  • Average call duration
  • Completion rate
  • Transfer rate
  • Active assistants

Visual Charts

  • Call volume over time
  • Call outcomes (completed, transferred, missed)
  • Peak call times
  • Assistant performance comparison

Recent Activity

  • Latest calls with quick details
  • Recent bookings/appointments
  • Recent transfers
  • System notifications

Key Performance Indicators (KPIs)​

Total Calls​

What it shows:

  • Number of calls received in selected time period
  • Inbound calls only (outbound tracked separately)

Displayed as:

  • Large number with trend indicator
  • Example: 247 calls ↑ 12% vs last week

Why it matters:

  • Track business growth
  • Identify marketing effectiveness
  • Monitor seasonal patterns
  • Capacity planning

How to improve:

  • Increase marketing efforts
  • Add more phone numbers
  • Expand business hours
  • Improve assistant availability

Average Call Duration​

What it shows:

  • Mean length of calls in minutes:seconds
  • Example: 3:42 (3 minutes, 42 seconds)

Breakdown by:

  • Completed calls
  • Transferred calls
  • Dropped calls

Why it matters:

  • Efficiency indicator
  • Too long = inefficient conversations
  • Too short = not helpful enough
  • Target: 2-5 minutes for most businesses

Optimize:

  • Streamline greeting
  • Reduce unnecessary confirmations
  • Improve knowledge base
  • See Best Practices

Completion Rate​

What it shows:

  • Percentage of calls that successfully completed their purpose
  • Example: 84% completion rate

What counts as "completed":

  • ✅ Appointment booked
  • ✅ Question answered
  • ✅ Information collected
  • ✅ Task accomplished
  • ❌ Call dropped
  • ❌ Caller hung up before completion
  • ❌ Assistant couldn't help (transferred)

Why it matters:

  • Primary success metric
  • Higher = better assistant performance
  • Industry benchmark: 75-90%

How to improve:

  • Clearer instructions
  • Better knowledge base
  • Reduce transfer rate
  • Fix common issues

Transfer Rate​

What it shows:

  • Percentage of calls transferred to human agents
  • Example: 18% transfer rate

Lower is usually better:

  • High transfer rate = assistant can't handle calls
  • Low transfer rate = assistant is effective
  • Target: 10-20% for most businesses
  • Some businesses intentionally keep it higher

Breakdown:

  • Transfers by reason (no answer, complex question, customer request)
  • Transfers by time of day
  • Transfers by assistant

How to reduce:

Active Assistants​

What it shows:

  • Number of AI assistants currently active
  • Which assistants handled calls recently

Status indicators:

  • 🟢 Active - Receiving calls normally
  • 🟡 Idle - Active but no recent calls
  • 🔴 Inactive - Turned off or having issues
  • ⚪ Draft - Not yet activated

Call Volume Charts​

Calls Over Time​

Line or bar chart showing:

  • Call volume by hour, day, week, or month
  • Multiple data series (completed, transferred, missed)
  • Trend lines
Screenshot Needed

Screenshot ID: ANALYTICS-002 Filename: ANALYTICS-002_call-volume-chart.png Description: Call volume chart showing calls over time with trend line Status: 🔴 Not started

Use this to:

  • Identify peak call times
  • Plan staffing for transfers
  • Optimize business hours
  • Track marketing campaign impact

Example insights:

📈 Peak times: Tuesday-Thursday 10am-2pm
📉 Slowest: Weekends before 10am
🎯 Opportunity: Add after-hours coverage

Call Outcomes​

Pie or donut chart showing:

  • ✅ Completed: 65%
  • 🔄 Transferred: 20%
  • ❌ Missed/Dropped: 10%
  • 📞 Voicemail: 5%

Track over time:

  • Compare week-over-week
  • Month-over-month trends
  • Identify improvements or issues

Peak Call Times Heatmap​

Visual grid showing:

  • Rows: Days of week (Mon-Sun)
  • Columns: Hours of day (12am-11pm)
  • Color intensity: Call volume

Example:

         6am  9am  12pm  3pm  6pm  9pm
Mon      ░░   ███  ████  ███  ░░   ░
Tue      ░    ████ ████  ███  ░░   ░
Wed      ░░   ████ ████  ███  ░    ░
Thu      ░    ███  ████  ███  ░░   ░
Fri      ░░   ███  ███   ██   ░░   ░
Sat      ░    ░░   ██    ░░   ░    ░
Sun      ░    ░    ░░    ░    ░    ░

Legend: ░ Low  ██ Medium  ████ High

Use this to:

  • Staff appropriately for transfers
  • Optimize marketing spend by time
  • Set business hours intelligently
  • Plan maintenance windows

Assistant Performance Comparison​

Multi-Assistant View​

If you have multiple assistants, compare their performance:

Comparison table:

AssistantCallsAvg DurationCompletion %Transfer %
Main Office1473:2487%15%
After Hours422:1872%28%
Sales Line684:5291%12%

Insights:

  • Which assistant performs best?
  • Which needs improvement?
  • Compare similar assistants
  • Identify training opportunities

Recent Activity Feed​

Live Call Feed​

Most recent calls displayed:

  • Caller information (if available)
  • Timestamp
  • Duration
  • Outcome (completed, transferred, etc.)
  • Assistant that handled call

Click any call to:

  • View full transcript
  • Listen to recording
  • See caller details
  • Review outcome
Screenshot Needed

Screenshot ID: ANALYTICS-003 Filename: ANALYTICS-003_recent-calls-feed.png Description: Recent activity feed showing list of latest calls with details Status: 🔴 Not started

Recent Bookings/Appointments​

If using booking integrations:

  • Latest appointments scheduled
  • Customer names
  • Service booked
  • Date and time
  • Status (confirmed, pending)

Quick actions:

  • View details
  • Modify appointment
  • Contact customer
  • Cancel if needed

System Notifications​

Important alerts:

  • 🔴 Critical issues (assistant down, integration failed)
  • 🟡 Warnings (high transfer rate, unusual patterns)
  • 🔵 Info (new features, updates)

Notification types:

  • Assistant status changes
  • Integration connection issues
  • Billing alerts
  • Feature updates
  • Unusual activity detected

Time Period Filters​

Selecting Date Ranges​

Quick filters:

  • Today - Current day so far
  • Yesterday - Previous day
  • Last 7 days - Rolling week
  • Last 30 days - Rolling month
  • This month - Calendar month to date
  • Last month - Previous calendar month
  • Custom range - Choose any start/end dates

Apply filters to:

  • All dashboard metrics
  • Charts and graphs
  • Activity feeds
  • Export data
Compare Periods

Use the "Compare to previous period" option to see week-over-week or month-over-month changes automatically.

Real-Time vs Historical Data​

Real-Time Metrics​

Updates every few seconds:

  • Active calls right now
  • Current concurrent calls
  • Calls in last hour
  • Today's totals (refreshing)

Indicated by:

  • 🔴 Live indicator
  • Auto-refresh timer
  • "As of [timestamp]" label

Historical Metrics​

Data from past periods:

  • Yesterday, last week, last month
  • Finalized and accurate
  • Good for trend analysis
  • Used for reporting

Refresh:

  • Cached for performance
  • Click "Refresh" to update
  • Auto-refreshes every 5-10 minutes

Customizing Your Dashboard​

Widget Arrangement (If Available)​

Drag and drop widgets:

  • Rearrange sections to your preference
  • Hide widgets you don't need
  • Resize charts and graphs
  • Save your layout

Common layouts:

Executive View:

  • Large KPI numbers
  • Simple trend charts
  • Minimal detail

Operations View:

  • Detailed tables
  • Real-time feed
  • Assistant comparison
  • System status

Analytics View:

  • Multiple charts
  • Detailed breakdowns
  • Comparison views
  • Export tools

Mobile Dashboard​

Accessing on Mobile​

Responsive design:

  • Adapts to phone/tablet screens
  • Simplified for mobile
  • Touch-friendly controls

Mobile-optimized views:

  • Key metrics at top
  • Simplified charts
  • Recent calls list
  • Quick filters

Access on the go:

  • Check performance anywhere
  • Monitor critical alerts
  • Review recent calls
  • Respond to issues

Dashboard Alerts & Notifications​

Setting Up Alerts​

Get notified when:

  • Call volume spikes or drops significantly
  • Transfer rate exceeds threshold
  • Completion rate drops below target
  • Assistant goes offline
  • Integration fails
  • Unusual patterns detected

Notification methods:

  • Email alerts
  • SMS notifications (premium)
  • Dashboard notifications
  • Mobile push (if app available)

Configure alerts:

  1. Go to Settings → Notifications
  2. Choose which alerts you want
  3. Set thresholds (e.g., "Transfer rate > 30%")
  4. Select notification methods
  5. Save

Trend Indicators​

Arrow indicators:

  • ↑ Green arrow - Increasing (good for calls, completion rate)
  • ↓ Red arrow - Decreasing (bad for calls, good for transfer rate)
  • → Gray arrow - No significant change

Percentage change:

  • Example: ↑ 12% vs previous period
  • Calculated based on selected time range
  • Compares to equivalent previous period

Anomaly Detection​

Automatic detection of:

  • Unusual call volume spikes
  • Sudden performance drops
  • Integration failures
  • Pattern changes

Highlighted with:

  • ⚠️ Warning icon
  • Yellow or red background
  • "Investigate" button
  • Suggested actions

Exporting Dashboard Data​

Export Options​

Export formats:

  • PDF report (summary view)
  • CSV data (raw numbers)
  • Excel spreadsheet (formatted)
  • Image (screenshot of charts)

What to export:

  • Full dashboard snapshot
  • Specific date range
  • Individual charts
  • Custom reports

How to export:

  1. Click "Export" button (top-right)
  2. Select format
  3. Choose what to include
  4. Click "Generate Export"
  5. Download when ready

Learn more: Exporting Data

Dashboard Best Practices​

Daily Review (5 minutes)​

Every morning, check:

  • ✅ Total calls yesterday
  • ✅ Any critical alerts
  • ✅ Completion rate (should be >75%)
  • ✅ Transfer rate (should be <25%)
  • ✅ Recent activity for issues

Weekly Review (15 minutes)​

Once per week:

  • Compare to last week
  • Identify trends (improving or declining?)
  • Review assistant performance
  • Check peak times vs staffing
  • Plan improvements

Monthly Review (30 minutes)​

First of each month:

  • Complete month-over-month analysis
  • Calculate ROI metrics
  • Review all assistants
  • Plan next month's optimizations
  • Generate reports for stakeholders

Common Dashboard Scenarios​

Scenario: Sudden Call Volume Drop​

What you see:

  • Calls down 50% today
  • Red arrow, ↓ -50%

Investigate:

  1. Check assistant status (is it active?)
  2. Check phone numbers (are they assigned?)
  3. Review recent changes (did you modify something?)
  4. Test by calling your number
  5. Check integrations (any failures?)

Most common cause:

  • Assistant accidentally deactivated
  • Phone number unassigned
  • System maintenance (check status page)

Scenario: High Transfer Rate​

What you see:

  • Transfer rate jumped to 40%
  • Yellow warning indicator

Investigate:

  1. Review recent transfer transcripts
  2. Identify common reasons for transfer
  3. Check knowledge base (missing info?)
  4. Review instructions (too restrictive?)

Solutions:

Scenario: Low Completion Rate​

What you see:

  • Completion rate dropped to 60%
  • Red trend arrow

Investigate:

  1. Review call transcripts
  2. Look for patterns in failures
  3. Check for technical issues
  4. Review recent changes

Common causes:

  • Instructions changed (made worse)
  • Integration broken
  • Knowledge base outdated
  • Voice quality issues

Dashboard Shortcuts & Tips​

Keyboard Shortcuts (If Available)​

  • R - Refresh data
  • T - Toggle time period
  • E - Export dashboard
  • F - Open filters
  • ? - Show help/shortcuts

Quick Actions​

Click on any metric to:

  • Drill down for details
  • View related calls
  • See breakdown by assistant
  • Compare to previous period

Example:

  • Click "247 calls" → See list of all 247 calls
  • Click "18% transfer rate" → See all transferred calls
  • Click chart bar → Filter to that time period

Dashboard Integrations​

Connect to Business Tools​

Export data to:

  • Google Sheets (automatic sync)
  • Excel (scheduled exports)
  • Data visualization tools (Tableau, Looker)
  • Your CRM (sync metrics)

Set up integrations:

  1. Go to Integrations → Analytics
  2. Select your tool
  3. Authenticate and connect
  4. Configure what data to sync
  5. Set sync frequency

Need Help?​