Call Insights gives you a detailed view of every conversation your AI assistant handles. By reviewing call data, transcripts, and performance metrics, you can identify patterns, improve your assistant's responses, and ensure callers are getting the help they need. Think of it as quality assurance for your AI agent.
Accessing Call Insights
Navigate to Conversations in the left sidebar. Here you will find a log of all calls — inbound and outbound — handled by your assistants. Each conversation entry shows the caller's number, the assistant that handled the call, the date and time, call duration, and outcome.
What You Can See in Each Conversation
Full Transcript
A word-for-word transcript of the entire conversation. This is invaluable for reviewing how the assistant responded to specific questions and identifying any gaps in its knowledge or behavior.
Call Recording
An audio recording of the call (if enabled in your settings). Listening to recordings helps you evaluate tone, pacing, and naturalness of the AI's voice.
Call Duration
How long the call lasted. Very short calls may indicate the caller hung up quickly — possibly due to a confusing greeting or slow response. Very long calls may indicate the assistant struggled to resolve the issue.
Outcome / Disposition
Whether the call ended with a successful resolution, a transfer to a human, a voicemail, or a hang-up. Tracking outcomes helps you measure the assistant's effectiveness.
Variables Collected
Any data the assistant collected during the call — such as the caller's name, email, or appointment time — is displayed here and can be exported or synced to your CRM.
Key Metrics to Monitor
| Metric | What It Tells You |
|---|---|
| Containment Rate | Percentage of calls resolved by the AI without human transfer. Higher is better. |
| Average Handle Time | Average call duration. Helps identify if calls are too long or too short. |
| Transfer Rate | How often callers are transferred to a human. High rates may indicate gaps in the assistant's knowledge. |
| Voicemail Rate | How often callers leave voicemails. May indicate calls outside business hours. |
| Hang-up Rate | How often callers hang up before the call is resolved. High rates may signal a poor greeting or slow response. |
Using Insights to Improve Your Assistant
The most valuable use of Call Insights is iterative improvement. After reviewing transcripts, you may find that:
- The assistant does not know the answer to a common question — add it to the system prompt or knowledge base.
- The assistant misunderstands a specific phrase — adjust the prompt to handle that phrasing explicitly.
- Callers frequently ask to be transferred — consider whether the assistant can handle that request type directly.
- The initial greeting is causing hang-ups — shorten or simplify it.
Regular review of call data — even just 10–15 calls per week — leads to significant improvements in assistant performance over time.