Week 31: Voice Analytics — May 24 – 30, 2025
TL;DR: Voice analytics dashboard is live. Call duration, resolution rates, sentiment trends, and AI agent performance metrics give managers visibility into voice operations.
Highlights This Week
- Built VoiceAnalytics page with call metrics and trends
- Implemented call sentiment analysis using AI
- Added voice agent performance tracking and comparison
Measuring Voice Quality
You cannot improve what you do not measure. The voice analytics dashboard tracks: call volume trends, average handle time, first-call resolution rate, customer sentiment, and AI agent vs. human agent performance comparison. Managers can identify training needs and optimize scripts.
How It Works
Every call generates metadata: duration, transcript, sentiment score, resolution status, and agent type (AI or human). The analytics engine aggregates this data with configurable time windows and provides visual trends via charts. Anomaly detection flags unusual patterns (spike in negative sentiment, drop in resolution rate).
What’s Next
A/B testing for voice scripts and agent configurations.