Glossary
Call Analytics
The systematic measurement of call-flow performance — deflection rate, AHT, FCR, CSAT, escalation patterns, intent distribution, and revenue attribution.
Call analytics turn raw call logs into the operational metrics that drive contact-center decisions: deflection rate (calls resolved by AI vs total), AHT (average handle time, segmented AI vs human), FCR (first-call resolution), CSAT (post-call satisfaction), abandonment rate, intent distribution by volume, escalation rate per intent, and revenue attribution from AI-handled calls. Modern AI voice agents produce these metrics natively — every call comes pre-tagged with intent, outcome, and sentiment, so dashboards are real-time rather than retrospectively coded by humans.
Why it matters
- Replaces guesswork with measurable optimization — which intents to automate next, which to escalate.
- Surfaces the cost-of-status-quo: how much voicemail / mis-route / abandonment is actually costing.
- Identifies script weak spots: where customers consistently ask to be transferred or hang up.
- Connects AI operational metrics to business outcomes: revenue, bookings, retention.
- Enables A/B testing of scripts, voices, and routing rules against real volume.