> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/analytics/analytics/voice-analytics.md).

# 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.

***

### 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

***

### 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.

***

### 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

***

#### 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

***

#### 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

***

#### 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

<details>

<summary>Do chat-based conversations appear here?</summary>

No. This section only tracks **voice interactions**.

</details>

<details>

<summary>Does Voice Analytics work without transcription?</summary>

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

</details>

<details>

<summary>Can I export Voice Analytics data?</summary>

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

</details>

<details>

<summary>Why is my escalation rate high?</summary>

Possible reasons:

* Incomplete voice flows
* Unsupported user intents
* Poor speech recognition
* Missing fallback handling

</details>

<details>

<summary>Is Voice Analytics available on all plans?</summary>

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

</details>