# 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. [Start for Free](/dashboard/signup?returnTo=%2Fdashboard%2Fw%2Fvoice%2Fmetrics) [Contact sales](/demo?product=voice-analytics) ## Set up with your agent [Read the agent setup guide](/docs/ai/set-up-your-agent) Copy this prompt into your coding agent: ```text Bird connects customer communications, data and automation. Help me build with Bird using my coding agent. 1. Read https://bird.com/docs/ai/set-up-your-agent.md and follow its setup workflow for this client. Use an existing connected Bird MCP server or signed-in CLI when available. 2. Read the product guide for the task I want to complete and inspect my existing integration. Identify the workspace, available operations and required setup. 3. Help me complete a first example for the product and destination I choose. Follow the operation through to its actual result, explain any uncertainty, and help me choose the next step. First task: Read the available call records and metrics. Explain the final status, answered time, cost and failure stage without inferring a successful conversation from an answered call alone. First use the connected Bird MCP server or signed-in CLI for a read-only inventory. Discover the available tools and read their schemas or help; do not invent call-control operations. If neither surface is available, follow https://bird.com/docs/ai/set-up-your-agent.md. Read the linked guides through their .md alternatives. Present the exact target and configuration before changing routing, placing calls, recording audio, purchasing numbers or submitting a port. Obtain my approval for those actions. Use this Bird page as the starting context: https://bird.com/products/voice/analytics Read its Markdown alternative and linked guides. Keep the first example relevant to this page and the customer outcome I choose. Preserve the supplied campaign context when following Bird signup or sales links. ``` 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. Trusted every day by teams that build world-class software [Read more customer stories](/customers) - [Airwallex](/customers/airwallex) - [Glovo](/customers/glovo) - [Zillow](/customers/zillow) - Uber - [Binance](/customers/binance) - Adobe - Meta - PayPal - Pinterest - Square - [Al Jazeera](/customers/aljazeera) - [Aramex](/customers/aramex) - [Bazaar Technologies](/customers/bazaar) - [ComparaOnline](/customers/compara) - [Emma](/customers/emma) ## 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](/products/voice/recordings) Review captured audio and transcripts alongside the call that produced them. [Inbound routing](/products/voice/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. ## Know what happened to the call. Trace a controlled test from connection to final outcome. Use the call record to investigate failures and review destination traffic before expanding your rollout. [Read the call log guide](/docs/guides/voice/call-log) ## Related resources - [Voice overview](/docs/guides/voice/overview) (docs) - [What is a voice API?](/explained/voice/what-is-a-voice-api) (answer) - [Voice](/products/voice) (product) [Get an implementation brief](/learn/workspace?topic=voice)