Voice Analytics

This section provides insights into how users interact with your voice-enabled AI agents.

The Voice Analytics section provides insights into how users interact with your voice-enabled AI agents. It helps you track usage, engagement, escalation trends, and call durations to evaluate and optimize voice performance.

This dashboard is available once Voice Add-on and Voice Agents are enabled.

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Accessing Voice Analytics

To view Voice Analytics:

1. Log in to your BotPenguin Dashboard

2. Click on Analytics from the left menu

3. Navigate to the Voice tab

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What You Can Track in Voice Analytics

The Voice Analytics dashboard includes the following metrics:

• Total Voice Sessions

• Unique vs Returning Voice Users

• Voice Sessions Escalation Rate

• Average Voice Duration

Each metric can be filtered by date range and time grouping.

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Filters & Controls

Date Range

Select a custom date range to analyze voice performance for a specific period.

Example:

• Last 7 days

• Last 30 days

• Custom range

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Time Grouping

Choose how data is grouped:

• Daily

• Weekly

• Monthly (if available)

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AI Agents Filter

Filter analytics by:

• All AI Agents

• Specific voice-enabled agents

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Voice Analytics Metrics Explained

Total Voice Sessions

Shows the total number of voice conversations initiated with your AI agents during the selected period.

Use this to:

• Measure adoption of voice bots

• Track growth in voice interactions

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Unique Users vs Returning Users

Compares:

• Unique Users: First-time voice users

• Returning Users: Users who interacted more than once

Use this to:

• Understand repeat usage

• Measure user engagement and loyalty

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Voice Sessions Escalation Rate

Displays the percentage of voice sessions that were:

• Escalated to a live agent

• Handed off to human support

Use this to:

• Identify gaps in AI responses

• Improve automation quality

• Reduce manual support dependency

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Average Voice Duration

Shows the average length of voice conversations.

Use this to:

• Understand conversation complexity

• Optimize call flows

• Detect unusually long or short interactions

FAQs

Do chat-based conversations appear here?

No. This section only tracks voice interactions.

Does Voice Analytics work without transcription?

Limited data may appear, but transcription is recommended for accurate analysis.

Can I export Voice Analytics data?

Export options depend on your plan. Check your subscription features.

Why is my escalation rate high?

Possible reasons:

• Incomplete voice flows

• Unsupported user intents

• Poor speech recognition

• Missing fallback handling

Is Voice Analytics available on all plans?

Voice Analytics requires the Voice Add-on and an eligible subscription.