Call and SMS analytics
Call and SMS analytics show you not only volume but quality and outcomes — critical if you're running an AI voice agent or measuring whether your team is responding fast enough.
Call analytics dashboard
Total inbound, outbound, and missed calls
Average call duration (total and per direction)
Call answer rate vs. miss rate
Voicemails received and listened to
AI voice agent vs. human handling split (% of calls handled by AI vs. routed to a human)
Call recording and transcript access (if enabled)
SMS analytics dashboard
Total messages sent and received
Delivery rate (carriers report failures)
Reply rate (% of outbound campaigns that got at least one reply)
Opt-out rate (STOP, UNSUBSCRIBE)
Average response time per user
WARNING — Watch your opt-out rate
If your SMS opt-out rate exceeds 2–3%, carriers may flag your number for spam review. Above 5%, expect message blocking. The fix is upstream — make sure you're texting a clean list, sending relevant content, and respecting the time of day. See "Phone System & A2P 10DLC" [→ anchor: a2p-best-practices] for full compliance.
AI voice agent specific metrics
| Metric | Healthy range | What action to take if outside |
|---|---|---|
| Containment rate (% handled fully by AI) | 60–85% | If < 60%, expand the AI's knowledge base / add more intents |
| Hand-off rate to human | 15–40% | If > 40%, AI is missing common cases — review transcripts |
| Customer satisfaction (post-call survey) | >4 / 5 | If < 4, listen to flagged calls and refine prompts |
| Average handle time | Under your previous human-only AHT | If longer, AI is over-talking — tighten responses |
