Voice Analytics

Understanding your voice channel

Voice Analytics (at Insights > Voice Analytics) gives you detailed metrics and insights specifically for your AI voice channel — the phone calls handled by your AI assistant.

If you're using Autoch.at for inbound phone support, sales calls, or appointment booking via voice, this is where you track how that channel is performing.

Key metrics

Call volume

See how many calls your AI handled over any time period — by day, week, or month. Use this to understand peak call times and plan staffing accordingly.

Call outcomes

Every call ends with one of these outcomes:

Tracking outcomes over time helps you understand how effectively your AI is handling calls and whether your escalation thresholds are set correctly.

Average call duration

How long calls are lasting on average. Unusually long calls often indicate that the AI is struggling with a particular type of request. Very short calls may indicate callers are hanging up out of frustration.

Transfer rate

The percentage of calls that were transferred to a human agent. Like the handoff rate for chat, a high transfer rate may indicate gaps in your AI's knowledge or playbook.

Call transcripts

Every call handled by Autoch.at is automatically transcribed. You can access transcripts from:

• Voice Analytics — Click on any call in the call log to view its transcript.
• Conversations — Voice calls appear in the Conversations inbox with their transcript attached.

Transcripts are searchable, so you can find calls that mentioned a specific topic or keyword.

AI performance on voice

The Voice Analytics page also shows AI-specific metrics for your voice channel:

• Intent recognition rate — How often the AI correctly understood what the caller was asking for.
• First-call resolution — How often the AI resolved the caller's issue in a single call.
• Average confidence score — A measure of how confident the AI was in its responses during calls.

Low confidence scores on specific topics are a signal to improve your training context for those areas.

Listening to calls

In addition to reading transcripts, you can listen to call recordings directly from the call log. Click the play button next to any call to hear the recording.