Analytics and reporting
Follow how your agents and campaigns are doing, find what to improve and take your data elsewhere.
Overview
NuTalk reports at three levels:
- Workspace
- Home shows your calls, conversations, new contacts and how much the AI handled, for the period you pick.
- Campaigns
- Campaigns → Intelligence compares campaigns from the first call to the booking, and each campaign's Overview tab has its own totals.
- Calls
- Each call keeps its recording, transcript and summary and, when evaluation is on, how the agent did.
Each agent's goals and competencies have their own pages (see Goals and evaluation), and clinics also get Clinic analytics for their appointments.
Accessing analytics
Open Home
Click Home in the sidebar.
Pick the period
Choose Today, 7 days, 30 days or Custom. The figures are compared with the period just before.
Choose your widgets
Customize adds, moves, resizes and removes widgets. The layout is yours in this workspace.
To narrow down by campaign, use the campaign filter in Campaigns → Intelligence; by agent, line or outcome, use the filters on Calls.
Key metrics
Home widgets
| Widget | What it counts |
|---|---|
| Calls | Calls that started in the period, inbound and outbound, with the average length of those that connected. Test calls are left out. |
| Conversations | Chats in which a customer wrote, per day and by channel. |
| New contacts | People who reached you for the first time, by chat or by call. |
| Handled by AI | The share of chats and connected calls the AI finished without your team. |
| Top agents | The agents that answered the most, and how often alone. |
| Busiest hours | When customers reach you, by weekday and hour, over the last 4 weeks. |
| Needs attention | What is waiting on a person, such as unanswered chats or a paused campaign. |
| Campaign funnel | Leads from first contact to booked, as in Campaign Intelligence. |
Workspaces that book appointments, meetings or reservations get widgets for them too: the widget list only offers what your workspace uses.
Answer rate
The share of a campaign's calls that a person answered. Voicemail, busy lines and calls nobody picked up don't count as answered.
| Answer rate | Reading | What to do |
|---|---|---|
| Above 50% | Excellent | Keep your current strategy. |
| 30–50% | Good | Small changes can help. |
| Below 30% | Needs improvement | Review your calling hours, caller ID and contact data. |
Goal completion
How often the agent reaches its goals: each goal's success rate is on AI agents → Goals.
Goals are set on each agent. Common goals are booking an appointment, qualifying a lead or collecting information. See Goals and evaluation.
Campaign analytics
Each campaign's Overview tab shows its contacts, how many finished, the answer rate and how many reached the goal, then its pipeline stages, calls by outcome and contacts added per day (see Follow a campaign).
Campaign Intelligence
Campaigns → Intelligence follows the leads that entered your campaigns in a period (the last 7, 30 or 90 days, the last 12 months or a custom range), for every campaign or the ones you pick:
- Funnel
- Each lead counts at the furthest step it reached: Leads, Attempted, Reached, Conversation, Interested, Booked, Attended. A conversation is an answered call of 30 seconds or more, or a WhatsApp reply.
- Key figures
- Leads, contact rate, conversations, interested, booked, attended and show rate, compared with the previous period. Choose which ones show at the top.
- Best time to call
- Outbound campaign calls by weekday and hour, colored by answer rate or by volume.
- Speed to lead
- How long new leads wait for their first call or WhatsApp message.
- Breakdown
- By source, agent, A/B variant, number, WhatsApp template and outcome.
- Needs attention
- Stalled campaigns, calls that don't connect, low reach and do-not-contact requests.
- Campaigns
- Each campaign's figures in one table, with Download CSV.
Save a period and its campaigns as a view, and share it with your workspace.
Call analysis
Open any call from Calls to see how it went:
- Recording
- Play it at the speed you want, or download it.
- Transcript
- What the AI agent and the customer said. Some calls also have an enhanced transcript, rebuilt from the recording after the call.
- Summary
- An AI-written summary of the call.
- Evaluation
- When evaluation is on: an overall score, which goals were met and the level each competency reached.
- Notes
- Notes your team adds to the call.
On the Calls list, search by name, number or what was said, and filter by date, agent, line, direction and outcome. Views gather missed calls, calls nobody picked up and calls that reached voicemail.
Exporting data
Take your data to other tools for analysis or reporting:
- CSV files
- Campaign Intelligence's campaigns table (Download CSV), a campaign's Contacts tab and the contacts list (Export…) download as CSV files. Clinic analytics has its own download.
- API
- Read calls with their transcripts, summaries and outcomes, and each campaign's contacts, from the REST API.
- Webhooks
- Receive events such as
call.completed,campaign.enrollment.completedandmessage.receivedon your server to feed your own dashboards.
Understanding trends
Compare periods
Home compares its figures with an earlier stretch: Today with the same weekday a week before, and any other period with the same number of days just before it. Campaign Intelligence compares its key figures with the previous period, and goals analytics compares each goal's latest period with the one before.
Spot problems
- Dropping answer rates
- May mean carriers flag your number, poor timing or outdated contact data. Intelligence's Best time to call and its numbers breakdown help find which.
- Short calls
- Callers may be hanging up early: review the agent's opening.
- Low goal completion
- Read the transcripts of conversations that missed the goal to see where they go off track.
Best practices
- Review weekly
- Set a weekly review to catch trends early. Don't wait for problems to become obvious.
- Sample transcripts
- Read transcripts regularly, from calls that went well and calls that didn't, to understand what works.
- A/B test changes
- Test a change with a campaign's A/B test: its contacts are called with 2 or 3 agents or voices, and the Overview compares their results.
- Set benchmarks
- Establish baseline metrics for your use case and track improvement against them.