Voice Intelligence
Voice analytics
The analytics screen shows counts and measured durations from your organisation's own call records. Nothing on it is an estimate or a projection.
Written for: Supervisors · Administrators · Managers
Where the numbers come from
Voice → Analytics
Every figure is a count, or a measured duration, over your organisation's calls, proposals, notes and call-queue items. There are no estimates of time saved and no money attributed to calls. When there are no calls, the screen says so.
Choose a period of 7, 30 (the default), 90 or 365 days.
What is counted
| Field or control | What it means |
|---|---|
| Today (UTC) | Calls requested, placed and reached so far today. |
| Calls requested, calls placed, contacts | Requests made, calls actually dialled, and calls that reached someone. |
| No answer, voicemail | Attempts that did not reach a person. |
| Average call | The measured average length of a call. |
| Blocked by policy | Calls the calling policy refused. |
| Resolved | Calls whose outcome answered the question the call was made for, such as a status obtained, missing documents identified, or an appointment confirmed. |
| Tasks created, notes reviewed, waiting for review, escalations | What followed the calls, and what is still waiting for a person. |
| By a person, person + live assistance, by an AI agent | Calls by how they were handled. AI-agent calling is locked, so that count stays at zero. |
| Authorizations resolved, claims / denials resolved | Records of each kind that a call resolved. |
| Collections calls | Patient balance calls: reached, promises to pay, payment plans requested and disputes. Money is counted only when a payment posts, never from a call. |
| Time to resolution | From the first call about a record to the call that resolved it, for records resolved in the period. |
| Outcomes, by use case | Calls broken down by outcome and by what they were for. |