AI Agent Report
From VoIP.ms Wiki
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AI Agents Report (Beta)
Monitor and analyze your AI agents’ performance and activity. |
The AI Agent Report provides a centralized overview of your AI agents' activity and performance over a selected period of time. This report allows you to monitor operational efficiency, analyze call outcomes, review agent performance metrics, and identify usage trends across your AI-powered communications.
The report is divided into multiple sections designed to help administrators and managers better understand how their AI agents are performing and interacting with callers.
Contents |
Accessing the AI Agent Report
To access the AI Agent Report:
Log in to your customer portal. Navigate to AI Agents. Select Reports. The report dashboard will automatically load the latest available data.
Date Range Filter
The Date Range Filter allows you to customize the reporting period used throughout the dashboard.
Using this filter, you can analyze your AI agents’ performance during a specific timeframe and compare operational trends over time.
Available Options
At the top of the date selector, you can choose from several predefined ranges, including:
- Today
- Yesterday
- Last 7 Days
- Last 30 Days
- This Month
- Custom Range
Once a date range is selected, all report sections and visualizations will automatically refresh to display the corresponding data.
Custom Date Selection
You may also manually select a custom start and end date to generate reports for a specific period.
This is useful for:
- Performance audits
- Campaign analysis
- Traffic comparisons
- Troubleshooting operational issues
- Monitoring newly deployed agents
Performance Metrics
The Performance Metrics section provides a high-level overview of your AI agent activity and efficiency.
These metrics are designed to help you quickly evaluate the overall health and effectiveness of your AI operations.
Available Metrics:
Active Agents
Displays the total number of AI agents that handled calls during the selected date range.
Total Calls Received
Shows the total number of inbound calls processed by your AI agents.
Success Rate
Represents the percentage of calls successfully handled by the AI agents without requiring abandonment or failed interactions.
This metric can help identify:
- Prompt effectiveness
- Knowledge base quality
- Caller engagement
- Agent configuration issues
Average Call Duration
Displays the average duration of all calls handled during the selected timeframe. Average call duration can help determine:
- Conversation complexity
- Caller engagement levels
- Workflow efficiency
- Potential escalation requirements
Resolution Breakdown
The Resolution Breakdown section provides a visual distribution of call outcomes across all AI agents.
This section helps administrators better understand how calls are being resolved and where improvements may be needed.
Resolution Categories:
Resolved
Calls successfully completed by the AI agent without requiring human intervention.
Transferred
Calls escalated or transferred to a live agent, queue, or external destination.
Abandoned
Calls disconnected before reaching a successful resolution.
Others
Any additional outcomes that do not fall into the standard categories above.
These may include:
- Failed connections
- Timeout events
- Incomplete interactions
- System interruptions
Hourly minutes and Call Distribution
The Hourly Call Distribution section displays the number of calls received per hour during the selected date range. This visualization allows you to identify traffic patterns and peak operational periods. This data can help you:
- Understand caller behavior
- Identify high-traffic hours
- Optimize staffing schedules
- Adjust escalation availability
- Improve resource planning
The Hourly Minutes Distribution section displays the total call minutes processed per hour. Unlike the call count distribution, this section focuses on conversation duration and engagement levels throughout the day. By reviewing hourly minute trends, you can:
- Detect periods with longer conversations
- Identify complex interaction windows
- Monitor workload intensity
- Evaluate AI handling efficiency by time of day
AI Agent Performance Overview
The AI Agent Performance Overview section provides a detailed breakdown of performance metrics for each AI agent individually.
This allows administrators to compare agents and evaluate their operational effectiveness.
Available Information
Each AI agent entry includes:
- Agent Name
- Total Calls Received
- Success Rate
- Average Call Duration
Monitoring Agent Performance This section can help identify:
- Top-performing agents
- Agents requiring optimization
- Inefficient workflows
- Prompt tuning opportunities
- Knowledge base improvement needs
Comparing performance across agents can also help standardize configurations and improve overall system consistency.
Conclusion
The AI Agent Report provides valuable operational visibility into your AI-powered communication environment. By monitoring agent activity, call outcomes, traffic distribution, and individual agent performance, administrators can make informed decisions to improve automation quality and customer experience.
Regular analysis of these reports can help optimize AI behavior, reduce operational inefficiencies, improve resolution rates, and ensure your AI agents continue delivering reliable and effective interactions at scale.
