HarborOrganizationWorkspacesProductionSandbox
Delivery agent
API key · Customer operations teamALAlex Lee AdminPermissions updated
Understand what happened after the ring.
See how calls connect, where attempts fail and what your traffic costs. Move from trends to the individual call, then connect its outcome to the customer’s task.
From call volume to useful evidence
ExampleExample 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.
Start with the outcome
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.
Move from pattern to call
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.
Connect cost and value
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 Follow the setup, requirements and operational checks.
Recordings and transcripts Review captured audio and transcripts alongside the call that produced them.
Inbound routing Connect each number to your phone system, forwarding target or call sequence.
Voice pricing 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.
HarborOrganizationActive
Audit log
Production- Workspace
- Production
- Resource
- Delivery agent
- Read accessRead & write
Team Customer operationsActor role AdminOutcome SucceededTime 22 Sep, 09:42:18 UTC
Succeeded