# Voice analytics with Bird Voice From call volume to useful evidence Example attempts 100 Answered 82 Connection outcomes 82 answered 18 not answered What happened for the customer? Join the call or session to a confirmed booking, resolved case or callback. Example data for 100 attempts. Answered calls are not automatically completed customer tasks. ## What does the answer rate actually tell you? Answer rate describes the share of attempts that connected under the report’s filters and period. It does not tell you whether an appointment was booked, a question was resolved or the intended person answered. Use it to investigate reach, then connect the relevant business result. ### Read the denominator Check the date range, direction and included statuses before comparing periods. A different mix of inbound and outbound traffic can change the result without any routing change. ### Inspect duration in context Total call duration and billable answered time describe different intervals. Neither is a reliable standalone score for conversation quality. ## Find the record that explains the change. Break down traffic by the available dimensions, then inspect call records for the affected cohort. Use the SIP response, recorded rejection reason, route and timing together. A rise in refused calls needs a different response from calls that ring without an answer. - **01** Follow the session: Group correlated legs to understand a forwarded or multi-leg interaction. A successful first leg does not prove that the final destination connected. - **02** Use events for timely updates: Subscribe to initiation, answer and end events. Verify signatures, handle duplicate delivery and reconcile your application state against the call record. ## Reconcile the rated call with the result you care about. Inspect costs after rating completes and review the applicable published components. For a forward, account for both arriving and outbound legs. Join the call or session identity to your application’s business event when you evaluate cost per completed task. ### Connect a business result Store the call or session identity alongside the task your application completes. A booking, resolved case or confirmed callback gives the telephone record useful business context. ### Keep unknown separate from zero A missing rate, a pending cost and a failed artifact are different states. Preserve that distinction in exports and reporting rather than filling gaps with a zero. ## Questions about voice analytics ### Does answered mean a successful customer outcome? No. It means the call connected. Join a confirmed business event, such as a booking or resolved case, to evaluate task success. ### Why is cost empty on an active call? An active call has not completed rating. Read the final record after the call and rating lifecycle finish; a missing value is not a zero price. ### How should I handle duplicate webhook delivery? Verify the signature, deduplicate using the webhook identity and tolerate out-of-order arrival. Reconcile the final result against the call record. ### Can I compare incoming and outgoing calls? Review direction and the report’s filters explicitly. The mix of traffic and the applicable rated components may differ. ### How do I measure cost per completed task? Join rated calls and their sessions to confirmed outcomes in your application. Include every relevant call leg and use a consistent period and definition of completion. ## Build the next part of your calling path [Voice analytics guide](/docs/guides/voice/call-log) Follow the setup, requirements and operational checks. [Recordings and transcripts](/voice-api/features/recordings) Review captured audio and transcripts alongside the call that produced them. [Inbound routing](/voice-api/features/inbound-routing) Connect each number to your phone system, forwarding target or call sequence. [Voice pricing](/pricing/voice) Review published destination rates and relevant call components. ## Scale without losing control. Organize teams in workspaces, control API access, and trace changes through audit logs. Harbor Organization Workspaces Production Sandbox ### Delivery agent API key · Customer operations team Active Permissions Access Email Read & write SMS Read & write WhatsApp Read Read & write AL Alex Lee Admin Permissions updated ### Audit log Production API key updated Alex Lee · 09:42:18 UTC Workspace Production Resource Delivery agent WhatsApp Read Read & write Succeeded [Workspaces](/docs/guides/workspaces)[Team roles](/docs/guides/users-teams-roles)[API authentication](/docs/guides/authentication) [Explore Enterprise](/enterprise) ## Start with Voice. Build across channels with Bird. [Get started](/dashboard/signup?returnTo=%2Fdashboard%2Fw%2Fvoice%2Fonboarding) · [Contact Sales](/demo?product=voice) [Email](/email-api) · [SMS](/sms-api) · [WhatsApp](/whatsapp-api) · [Apple Messages](/apple-messages-api) · [Voice](/voice-api) ## Related resources - [Voice overview](/docs/guides/voice/overview) (docs) - [What is a voice API?](/explained/voice/what-is-a-voice-api) (answer) [Get an implementation brief](/learn/workspace?topic=voice)