Your AI voice agents handle calls around the clock, but how well are they doing? The AI Agent Analytics dashboard gives you a complete picture of performance—from containment rates to customer sentiment—so you can fine-tune your agents and maximize their effectiveness.

Key Performance Metrics#

When you open the AI Agent Reports page, you'll see six key metrics at the top. Each card shows the current value and compares it to the previous period so you can spot trends at a glance.

Total AI Calls tracks every call your AI agents handled during the selected time period. This number helps you understand your AI's workload and how it changes over time.

Containment Rate is the percentage of calls fully resolved by your AI without human intervention. Higher is better—it means your AI is handling more calls independently. Most businesses aim for 70% or higher.

Self-Service Actions counts successful completions like appointment bookings, information lookups, or call transfers. Each action represents a task your AI completed without human help.

Average Handle Time shows how long calls typically last. Shorter times often mean your AI is efficient, but context matters—complex inquiries naturally take longer.

Escalation Rate is the flip side of containment. It shows what percentage of calls got transferred to a human agent. Lower is better, but some escalation is normal for complex issues.

Cost Savings estimates how much you're saving by having AI handle calls instead of human agents. dialnote calculates this at $3 per contained call, which is the typical cost of a human-handled customer service call.

Understanding Call Outcomes#

Each AI-handled call falls into one of six outcome categories:

• Fully Contained – The AI resolved the call completely. This is your goal for most calls.
• Escalated to Human – The caller was transferred to a team member. Check escalation reasons to understand why.
• Voicemail Left – The caller chose to leave a voicemail rather than continue with the AI.
• Abandoned by Caller – The caller hung up before the AI could help them.
• No Answer – The call failed to connect before anyone answered.
• Call Failed – A technical issue prevented the call from completing.

The calls table shows every AI-handled call with details like caller info, duration, outcome, and sentiment. Click any row to see the full transcript and summary.

Sentiment Analysis#

dialnote analyzes each AI conversation to determine how the caller felt during the interaction:

• 😊 Positive – The caller sounded happy or satisfied
• 😐 Neutral – Neither positive nor negative
• 😟 Negative – The caller seemed frustrated or unhappy

The sentiment breakdown chart shows the distribution across all calls. High positive sentiment usually correlates with good containment rates and effective AI responses.

Escalation Analysis#

The escalation section shows two things: your containment rate trend over time and your top reasons for escalation.

The Containment Rate Chart plots daily (or weekly/monthly) containment percentages. Look for patterns—did a recent knowledge base update improve performance? Did a new product launch cause more escalations?

The Top Escalation Reasons table lists why calls got transferred to humans:

• Customer Requested Human Agent – The caller explicitly asked to speak with a person
• Complex Inquiry – The question was outside the AI's trained knowledge
• Unclear Request – The AI couldn't understand what the caller needed
• Repeated Misunderstanding – Multiple failed attempts to help the caller

Focus on your most common escalation reason first. If "Customer Requested Human Agent" tops the list, your AI might need a warmer personality. If "Complex Inquiry" leads, consider expanding your knowledge base.

AI Insights#

At the bottom of the dashboard, you'll find automatically generated insights split into two categories:

Top Opportunities highlights areas for improvement. You might see suggestions like:

• "Containment rate dropped by 8%—review your AI agent's knowledge base"
• "High escalation rate detected—31% of escalations are due to 'Complex Inquiry'"
• "22% of calls have negative sentiment—review call recordings to identify pain points"

What's Working Well celebrates your wins:

• "Containment rate improved by 12% this week"
• "Escalation rate decreased from 35% to 27%"
• "Average handle time reduced by 45 seconds"

Filtering Your Data#

Use the filters at the top of the page to narrow your view:

• Date Range – Choose from preset ranges (Last 7 Days, Last 30 Days, This Month) or set custom dates
• Phone Numbers – Filter to specific phone numbers if you have multiple lines with AI agents
• Granularity – Switch between daily, weekly, or monthly views for trend charts

Your filter selections persist in the URL, so you can bookmark specific views or share them with teammates.