Overview
What gets measured gets improved. Voquii's Analytics & Monitoring suite gives you complete visibility into every conversation, every metric, and every opportunity for optimization.
From real-time dashboards to deep conversation intelligence, Voquii transforms your voice AI data into actionable insights that drive business results.
Why Analytics Matter
Without Analytics: Calls happen → Black box → Hope it's working → React to complaints
With Voquii Analytics: Calls happen → Full visibility → Proactive optimization → Continuous improvement → Measurable ROI
| Benefit | Impact |
|---|---|
| Identify Issues | Catch problems before customers complain |
| Optimize Performance | Improve agent responses and outcomes |
| Prove ROI | Demonstrate value with real numbers |
| Forecast Needs | Plan capacity and budget accurately |
| Train Better | Use data to improve agent prompts |
| Spot Trends | Understand what customers really want |
Conversation Analytics
Voquii captures and analyzes every conversation, giving you insights that were impossible with traditional phone systems.
Total Conversations Count
Track volume across all channels and agents. View daily, weekly, and monthly trends with breakdowns by channel (phone inbound/outbound, web widget), by agent, by outcome (resolved, escalated, callback), and by source.
Duration Tracking
Understand how long interactions take with average duration, median duration, 90th percentile, and duration by topic. Identify optimization opportunities when calls are too short (possible confusion) or too long (inefficiency).
Completion Rates
Track successful conversation outcomes. Monitor resolution rates by category—scheduling, support, sales, and general inquiries—with targets and benchmarks.
Sentiment Analysis
Understand caller emotions with automatic sentiment scoring. Track positive, neutral, and negative interactions, identify sentiment trends, and surface conversations that need attention.
Usage Metrics
Track how your voice AI minutes are being used with detailed breakdowns:
| Metric | Description | Use Case |
|---|---|---|
| Minutes Used | Track usage vs. plan allowance | Budget management |
| Agent Utilization | Calls per agent breakdown | Workload balancing |
| Peak Hours | Identify busiest times | Capacity planning |
| Cost per Call | Average cost breakdown | ROI calculation |
| Channel Distribution | Inbound vs outbound vs widget | Channel optimization |
Performance Monitoring
Monitor system performance to ensure optimal customer experience:
Response Latency
Track end-to-end response times including voice gateway, ASR, AI processing, and TTS latency. Monitor P50, P95, and P99 latencies to ensure conversations feel natural.
Error Rate Monitoring
Track and categorize errors including ASR failures, TTS failures, AI errors, integration errors, and call connection issues. Set alerts for error rate thresholds.
Uptime Statistics
Monitor system availability with rolling uptime percentages for 24 hours, 7 days, 30 days, and 90 days. Component-level status for voice gateway, ASR, TTS, AI engine, and API.
Real-Time Status
Live dashboard showing active calls, queue depth, average wait time, system health, and live activity feed. Monitor what's happening right now.
Conversation Intelligence
Go beyond basic metrics with AI-powered conversation analysis:
- Topic Categorization: Automatic classification of what callers are asking about
- Intent Detection: Understand what callers are trying to accomplish
- Keyword Tracking: Monitor mentions of products, competitors, and key terms
- Conversation Flow Analysis: Identify where conversations succeed or fail
- Lead Quality Scoring: Automatically score captured leads
- Summary Generation: AI-generated summaries for every conversation
Reports & Exports
Get your data your way with flexible reporting options:
| Report Type | Content | Frequency |
|---|---|---|
| Executive Summary | KPIs, trends, highlights | Weekly/Monthly |
| Usage Report | Detailed minute breakdown | Daily/Weekly |
| Conversation Report | All conversation details | On-demand |
| Performance Report | Latency, errors, uptime | Weekly |
| Financial Report | Costs, billing, ROI | Monthly |
Export Formats
- PDF Reports: Formatted, branded reports with charts ready for executives
- CSV/Excel: Raw data export for custom analysis
- API Access: Programmatic data retrieval for integrations
- Scheduled Delivery: Automatic email delivery, SFTP upload, or webhook push
Alerts & Notifications
Stay informed with configurable alerts:
Performance Alerts
Get notified when latency exceeds thresholds, error rates spike, or system health degrades. Real-time notifications via email, SMS, or webhook.
Usage Alerts
Warnings when approaching plan limits, unusual usage spikes, or budget thresholds. Never be surprised by overages.
Sentiment Alerts
Get notified of negative sentiment conversations requiring attention, escalation requests, or concerning patterns.
ROI & Business Impact
Analytics drive measurable results:
| Insight | Action | Impact |
|---|---|---|
| High-duration support calls | Improved knowledge base | -23% avg duration |
| Low sentiment on billing | Retrained billing agent | +18% satisfaction |
| Peak hours identified | Adjusted greeting timing | -12% abandonment |
| Topic trends spotted | Proactive FAQ updates | -30% repeat calls |
| Cost per call tracked | Optimized agent routing | -15% costs |
"We reduced our average call duration by 32% and improved customer satisfaction by 16% in just three months using Voquii's analytics insights."
— Operations Director, Financial Services Company
Getting Started
- Automatic Tracking: Analytics enabled by default—data from your first call
- Explore Dashboards: Review conversation metrics and performance stats
- Set Targets: Define KPI goals and configure alerts
- Optimize: Use insights to improve agents and measure results
- Report & Share: Schedule reports and demonstrate ROI to stakeholders