For information on setting up your agent, check out our Voice AI documentation.

Prerequisites

Before getting started, ensure you have:

Required Permissions:

Voice AI can be accessed by team members with the following permissions:

View top-level data (within the selected Report period) from all calls:

Total conversations: the total number of calls the agent received
Resolution rate: the percentage of calls that were resolved
Average call duration: the average duration of all calls
Average sentiment: the average caller sentiment
- The agent determines sentiment based on responses from the caller
Complaint rate: the percentage of calls where a complaint was detected by the agent
Escalation rate: the percentage of calls that were escalated due to complaints or issues
Follow-up rate: the percentage of calls that were flagged as needing follow-up due to the agent not fully resolving the caller's inquiry
Note: If you're seeing high Complaint, Escalation, or Follow-up rates, make sure to review the calls in your "Action items" table. These calls are escalated or flagged as complaint or needing human follow-up. Reviewing the call details will give insight into the issues callers are running into.

Tool failure rate: the percentage at which the agent's tools failed
- Tools can fail for multiple reasons, this does not always indicate a technical issue. Some examples of tool failures include:
  - A caller asks for details on their recent order, but their recent order was outside the agent's searchable time range
  - A caller asks for product inventory, but the inventory lookup tool is disabled in your settings
- Review your call logs for more information on why a tool failed
Knowledge gap rate: the percentage at which the agent detects a gap in its knowledge
- This indicates that callers are asking questions your agent can't answer. Review your call logs and consider adding more information to your knowledge base
Product interest: the percentage of callers that express interest in your products
Off-topic rate: percentage of calls that were off topic/non-store-related questions that the agent can't answer
Average confidence: the agent's average confidence when determining intent, sentiment, complaint detection, handoff requests, follow-up, knowledge gaps, product interest, tools used, and resolution

Trends over time: shows trends across various data points listed above (e.g. conversations, resolution rate, etc.). View by weekly, daily, or monthly increments
Call intent categories: the top categories your callers inquire about
Sentiment: overall sentiment from callers
Resolution outcomes: the outcome distribution of all calls
Call priority: the priority each call was categorized as

Call log is the list of all calls your agent received. Action items are the calls that were flagged or escalated for further review by your team.

Information included:

Phone number of the caller, date/time stamp, and the agent called
- Note: click the caller's phone number to be directed to their persona. You can see a list of a persona's calls in History → Calls
Audio button in top right to listen to a recording of the call
Overview tab: brief overview that summarizes the call intent, overall caller sentiment, and call resolution
Issues & follow-up tab: overview of complaints detected, if human handoff was recommended by the agent or requested by the caller, if the agent recommends human follow-up, and highlights knowledge gaps
- If you are seeing repeated knowledge gaps, consider adding more information to your knowledge base
Engagement & tools tab: highlights product interest and breaks down the tool(s) used by the agent and if they were successful
Transcript tab: shows a written transcript of the call, including the tools the agent used to answer the caller's inquires

If you need assistance, reach out to AIQ Support anytime via chat widget within your AIQ Dashboard.