​
Overview

Reports allow you to chain multiple metrics together to create comprehensive analytics dashboards. Track trends, compare performance, and drill down into specific calls - all from a single view. Latency Report Example

​
What You Can Report On

​
Events

Track occurrences of specific events in your system:
  • evaluation_failed - When calls fail quality checks
  • task_completed - Successful objective completion
  • escalation_triggered - Customer requested human agent
  • tool_call_failed - Function execution errors
  • Custom events defined in your system

​
Metrics

Analyze performance indicators over time:
  • response_time - Agent response latency
  • sentiment_score - Customer satisfaction trends
  • interruption_count - Conversation flow issues
  • call_duration - Efficiency metrics
  • Any custom metrics you’ve defined
Aggregation Options:
  • Count - Total number of occurrences
  • Average - Mean value across calls
  • Sum - Total combined value
  • Minimum - Lowest recorded value
  • Maximum - Highest recorded value
  • Median - Middle value (50th percentile)
  • P90 - 90th percentile value
  • P95 - 95th percentile value

​
Baseline Configuration

Set context for your data with flexible baseline options:
View data as a percentage against all your calls:
Failed evaluations: 12% of all calls
High frustration: 8% of all calls

​
Visualization Options

​
Line Graph

Track trends over time with detailed line charts: Latency Report Line Graph Perfect for:
  • Identifying patterns and trends
  • Comparing multiple metrics
  • Spotting anomalies

​
Number Chart

Display key metrics as single values or comparisons: Latency Report Number Chart Ideal for:
  • Executive dashboards
  • Quick status checks
  • KPI monitoring

​
Time Controls

Customize your view with flexible time options:

​
Time Period

  • Last 24 hours
  • Last 7 days
  • Last 30 days
  • Last 90 days
  • Custom date range

​
Interval Grouping

  • Hour: For real-time monitoring
  • Day: For daily trends
  • Week: For weekly patterns
  • Month: For long-term analysis
  • Year: For annual comparisons

​
Chain Multiple Metrics

Create powerful insights by combining metrics:

Correlation Analysis

Compare response_time with customer_satisfaction to find relationships

Compound Metrics

Stack multiple metrics to see the complete picture

Event + Metric

Combine events with metrics for context (e.g., response_time when evaluation_failed)

Sequential Analysis

Track how one metric affects another over time

​
Drill-Down to Calls

Every data point connects to the actual conversations:
  1. Click any data point on your report
  2. View matching calls that contributed to that metric
  3. Navigate directly to the call screen from Live Monitoring
  4. Analyze the conversation with full transcript and analysis

​
Saving & Sharing Reports

​
Save Reports

  • Name and save custom report configurations
  • Access saved reports from your dashboard
  • Update and refine as needed

​
Quick Access

  • Pin frequently used reports
  • Set as default dashboard view
  • Organize by category or team

​
Use Cases

​
Performance Tracking

Monitor agent efficiency and quality:
  • Average response times by agent
  • Task completion rates over time
  • Customer satisfaction trends

​
Issue Detection

Identify problems before they escalate:
  • Spike in failed evaluations
  • Increase in customer frustration
  • Pattern of tool failures

​
Business Intelligence

Track metrics that matter to your business:
  • Conversion rates
  • Average handle time
  • Cost per successful interaction

​
Compliance Monitoring

Ensure adherence to standards:
  • Script compliance percentage
  • Required disclosure rates
  • Quality score distributions