Voice analytics
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.
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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?
Why is cost empty on an active call?
How should I handle duplicate webhook delivery?
Can I compare incoming and outgoing calls?
How do I measure cost per completed task?
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.
Related resources
Continue with the documentation, guides and examples for this topic. Resources are in English.
Talk to our Voice team
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.