Agent Insights¶
Agent Insights is a weekly or monthly report on how your voice agents performed for your business: how many calls they handled, what it cost, how often a person had to step in, and how callers felt. You can download it as a PDF to share.
Where to find it: Console menu, Agent Insights.
Who can use it: every role, for your own organisation. A Vyom Platform Admin chooses the organisation from the Tenant list at the top.
Choosing the period¶
The report opens on the current week, Monday to Sunday, so your latest calls are always shown.
- Week or Month chooses the kind of period, starting with the current one. Use the arrows to go to the previous or next one.
- Custom lets you pick any start and end date, up to 92 days. Select Show.
- All dates and times are in Indian Standard Time (IST).
- A week or month that hasn't finished yet is marked In progress, with the time its figures run to.
Downloading the PDF¶
Select Download PDF. The PDF holds the same report as the page:
- Your organisation's name is at the top, with the report period and who generated it, and when.
- It is landscape, made for printing.
- A report longer than one page has Page 1 of 3 and so on at the bottom of each page, and your organisation's name and the period at the top of every page after the first.
The summary¶
The figures across the top cover all your agents for the period:
| Figure | What it shows |
|---|---|
| Credits Used | Credits spent in the period, split into calls, phone numbers and lines, and add-ons. |
| Credits Remaining | Your balance at the end of the period. For a period still in progress, your balance now, with any credits on hold for an upcoming renewal. |
| Active Agents | Agents that were Active at any point in the period. |
| Total Calls, Total Call Minutes, Total Call Cost | Across all agents. |
Each figure shows its change from the previous period of the same length, for example ↑ 18% vs previous period.
Credits you added (top-ups) and credits removed without being spent (for example a subscription bonus forfeited on a plan change) are listed on the line below the figures. They are not counted as Credits Used.
Inbound and Outbound agents¶
The report has an Inbound agents section for calls customers made to you, and an Outbound agents section for calls your agents made. An agent that did both appears in both, with each section counting only its own calls. Each section has two tables.
Profile and Volume¶
| Column | What it shows |
|---|---|
| Agent Name | ◐ next to a name means the agent was Active for only part of the period. Hover over it to see when. |
| Voice Gender | The agent's voice. If it changed during the period, both are shown. |
| AI Model Type | The AI model the agent's calls used. If calls used more than one, the most-used is shown first. |
| Active Time | The share of the period the agent was Active, for example 43% (3 of 7 d). |
| Total Calls | Inbound: calls, split into phone and website calls. |
| Calls Attempted / Answered | Outbound: calls dialled, and how many were answered. |
| Answer Rate | Outbound: answered calls out of calls dialled. |
| Contacts Reached | Outbound: different people who answered, out of different people dialled. Calling one person three times counts once. |
| Total Call Minutes, Total Call Cost | For the agent's calls. Cost is in credits. |
Quality¶
| Column | What it shows |
|---|---|
| Escalations | Answered calls where a person was asked to listen in or took over. |
| Call Forwards | Answered calls the agent transferred to a phone number. See Call Forward and Escalations. |
| Containment | Answered calls the agent handled entirely by itself, with no escalation and no forward. |
| Application Tools | How often the agent's tool calls to your connected applications (for example a reservation system or a calendar) succeeded. |
| Knowledge Base Access | How often a knowledge base lookup ran without an error. It shows that the lookup worked, not whether it found the answer. |
| Caller Sentiment | The share of answered calls where the caller sounded positive, neutral or negative. |
| FCR (first contact resolution) | Inbound only: calls where the same caller didn't call the same agent again within 72 hours. A call less than 72 hours old is pending. |
| AHT (average handling time) | The average length of answered calls. |
| Drop-off | Answered calls where the caller hung up mid-conversation: the caller spoke last and the agent didn't end the call. |
| Call Failures | Calls with a technical problem, a transfer that failed, or an outbound call that couldn't be placed. No answer, busy and rejected are not failures. |
| Service Availability | Calls without a failure. |
A rate based on fewer than 10 calls is shown in grey, so a single call doesn't read as 100%.
The Totals and All agents rows at the bottom combine every agent's calls. Their rates are worked out over all those calls together, not as an average of each agent's percentage.
Notes¶
The Notes at the end of the report explain anything unusual in the period, for example:
- when an agent that was Active for only part of the period was switched on or off;
- calls an agent took while it wasn't Active (they are counted);
- calls by an agent that has since been deleted.
Select What each figure means for a short definition of every column.
What the report doesn't include¶
- Test calls from Test Scenarios are left out.
- Agents in Draft, or Inactive for the whole period, are left out.
- A caller who hung up while their call was still connecting, before it reached an agent, can't be counted. Total Calls is the calls your agents handled, not every call that came in.