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Audience

  • Managers reviewing call performance
  • Operators validating trends and quality outcomes

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Prerequisites

  • Access to analytics view
  • Sufficient historical call activity for meaningful trends

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What analytics typically show

  • Call volume and distribution patterns
  • Outcome/performance indicators from completed interactions
  • Quality/coverage signals based on available data

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Data latency and coverage expectations

  • Some metrics may lag behind real-time operations.
  • Recent calls may appear in logs before analytics aggregates update.
  • Low-volume workspaces may show sparse or noisy trends.

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Interpretation guidance

  • Use trends over single-point snapshots.
  • Compare like-for-like time windows when diagnosing changes.
  • Pair analytics insights with call log spot checks for root-cause analysis.

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Drill into the calls behind a metric

On the Call Insights tab, every metric is clickable — you do not have to take the number on trust. Select a property in Top Properties, an intent in Intent Signals, or a row in Top Inquiries or Top Conversational Frictions, and a window opens listing the exact calls behind that count. For each call you see:
  • Date — in your agent’s timezone.
  • Caller — the contact’s name when we can match the number, otherwise the phone number itself.
  • Summary — a short recap of what the call was about.
  • View Call — opens the full call log, transcript, and recording for that call.
The list respects the agent and date-range filters you have applied to the tab, and is ordered newest first. Use it to jump straight from “317 callbacks requested” to the specific callers who asked. For Top Properties, the card’s Mentions column counts every time a property came up, while the drill-in window lists distinct calls — so a single call that mentioned a property twice shows as one call here. The window title always reflects the number of calls.

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Long lists scroll inside their card

When a workspace has many properties, inquiry types, or friction tags, the Top Properties, Top Inquiries, and Top Conversational Frictions cards scroll within a fixed height rather than stretching down the page. Scroll inside the card to see the full ranked list — nothing is truncated.

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SMS metrics

The SMS tab summarises your text-message activity for the selected date range. It opens by default and shows three headline numbers plus a daily trend chart. Use the date-range control at the top to switch between presets or set a custom window — every number and the chart update together.
  • Sent — every text message your workspace handed to the network in the window, whether it went out from a campaign, was typed by an operator in the inbox, or was sent by your AI agent. A message is counted on the day it was actually sent, in UTC.
  • Replied — every inbound text your contacts sent back in the window, counted on the day it arrived (UTC). This includes opt-out replies. When a contact texts back STOP, UNSUBSCRIBE, or a similar keyword, that message is a reply and is counted here as well as under Unsubscribe — so a single opt-out shows in both numbers. The KPI tile carries an “Includes opt-out replies” note as a reminder.
  • Unsubscribe — the number of contacts who opted out of SMS in the window (for example by replying STOP), counted on the day they opted out.
The daily trend chart plots Sent and Replied as two lines across the selected window, so you can see the shape of a campaign and how strongly contacts engaged over time.

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Reading the SMS numbers

  • Because an opt-out is both a reply and an unsubscribe, Replied will always be at least as large as Unsubscribe for the same window. This is expected — Replied measures inbound volume, Unsubscribe measures intent.
  • Days with no activity show as zero on the chart rather than gaps, so a quiet weekend reads as a dip to zero, not a break in the line.
  • A brand-new or low-volume workspace may show all zeros. When every number is zero for the selected range, the tab shows a short “no activity” message instead of empty cards.

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Data caveats

  • Missing/partial data can affect metric confidence.
  • Feature enablement (recording/transcript/config) influences available analytics depth.
  • Subscription/workspace context can affect visibility of some analytics surfaces.

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Troubleshooting

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Analytics appears empty

  • Confirm date range and workspace selection.
  • Verify there were completed calls in that period.
  • Wait for aggregation delay and refresh.

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SMS tab shows all zeros

  • Confirm the date range covers a period when you actually sent or received texts.
  • Sent counts only messages that reached the network, so drafts and failed sends do not appear.
  • A workspace that has never run an SMS campaign or inbox conversation will show zeros until its first message.

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Numbers differ from call logs

  • Confirm same time window and timezone are used.
  • Check if logs are near-real-time while analytics is batched.
If unresolved, contact support@voqo.ai with workspace ID, date range, timezone, and screenshots.