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Voice Overview

Track and analyze all your AI-powered voice calls in one place. Monitor call performance, view transcriptions, listen to recordings, and get detailed analytics on your voice communication campaigns.

Why Use Voice?​

1. AI-Powered Conversations

  • Automated phone calls with natural conversation flow
  • Smart intent detection and routing
  • 24/7 availability for customer calls
  • Human-like voice interactions

2. Complete Call Tracking

  • Every call recorded and transcribed
  • Full conversation history
  • Detailed call metadata
  • Credit usage tracking per call

3. Powerful Analytics

  • Success rate monitoring
  • Call duration trends
  • End reason analysis
  • Direction breakdown (inbound vs outbound)

4. Multi-Provider Support

  • Vobiz integration
  • Exotel telephony
  • Twilio support
  • Tata Tele connectivity

5. Cost Management

  • Real-time credit tracking
  • TTS (Text-to-Speech) cost monitoring
  • STT (Speech-to-Text) cost tracking
  • Telephony credits per call

Key Features​

Voice Call Management (Manage Tab)​

Call List Interface:

  • All voice calls in one table
  • Real-time status updates
  • Search by contact name or phone number
  • Filter by status, direction, provider, date
  • Infinite scroll for large call volumes
  • Export to CSV

Call Details:

  • Call ID (clickable for full details)
  • Contact information
  • Phone number
  • User/caller identity
  • Direction (Inbound/Outbound)
  • Call status
  • Duration (minutes:seconds)
  • Date and time
  • Provider
  • Call type (AI/Human)
  • Caller ID
  • Total credits used
  • Transfer information
  • Recording URL
  • Transcription

Call Statuses:

  • Completed: Customer ended, Assistant ended, Completed (green)
  • In Progress: Queued, Initiated, Ringing, In Progress (blue)
  • No Answer: No answer, Busy (yellow)
  • Failed: Failed calls (red)
  • Voicemail: Voicemail detection (purple)

Actions Available:

  • Search calls by name/number
  • Filter by date range
  • Advanced filters (status, direction, provider, user, duration)
  • Save custom filters
  • Make new calls (Quick Call button)
  • Export filtered calls to CSV
  • Manage visible columns
  • View call details (slide-over panel)

Voice Analytics (Analyze Tab)​

Overview Metrics:

  • Total Calls
  • Completed Calls
  • No Answer Calls
  • Failed Calls
  • Success Rate percentage
  • Total Duration (hours:minutes:seconds)
  • Average Duration
  • Inbound Call Count
  • Outbound Call Count
  • Total Credits Used

Analytics Charts:

  1. Call Volume Over Time

    • Total calls trend line
    • Completed calls trend line
    • Daily/weekly/monthly grouping

  2. Call End Reasons

    • Pie chart showing distribution
    • Completed, Customer Ended, Assistant Ended
    • No Answer, Failed, Busy, Voicemail
    • Percentage breakdown

  3. Call Direction

    • Inbound vs Outbound pie chart
    • Count and percentage for each

  4. Average Call Duration Trend

    • Duration trend over time
    • Identify optimal call lengths

  5. Credits Usage Trend

    • Daily credit consumption
    • TTS, STT, and telephony breakdown
    • Cost monitoring over time

  6. Success Rate Trend

    • Percentage of successful calls
    • Track improvement over time

Aggregated Analytics Table:

  • Group by: Call Status, Direction, Provider, Call Type, Contact, User, Date
  • Metrics: Total Calls, Completed, Avg Duration, Total Credits
  • Sortable columns
  • Pagination
  • Search within dimensions

Call Details Panel​

When you click a call ID, you see:

Basic Information:

  • Call ID (full UUID)
  • Contact name and phone number
  • User/agent who made the call
  • Direction (Inbound/Outbound badge)
  • Call status with icon
  • Provider (Vobiz, Exotel, Twilio, Tata Tele)
  • Call type (AI or Human)
  • Caller ID

Timing Details:

  • Start time (with timezone)
  • End time
  • Duration (formatted as minutes:seconds)

Recording & Transcription:

  • Play recording button (if available)
  • Full transcription text
  • Speaker labels (User/Assistant)
  • Conversation flow visualization

Transfer Information:

  • Transfer destination (if call was transferred)
  • Transfer status (Answered, No Answer, Busy, Failed)
  • Transfer duration
  • Transfer recording URL (if available)

Credit Usage:

  • Total credits consumed
  • TTS credits (text-to-speech)
  • STT credits (speech-to-text)
  • Telephony credits

Metadata:

  • Workflow ID (if triggered by workflow)
  • Campaign ID (if part of campaign)
  • Custom metadata fields
  • Debug session link (24-hour availability)

Getting Started​

Prerequisites​

Before using Voice:

  1. Voice Integration

    • Connect Vobiz, Exotel, Twilio, or Tata Tele
    • Configure in Settings → Integrations
    • Set up phone numbers
    • Configure voice providers

  2. Credits Setup

    • Ensure sufficient credits for TTS
    • Allocate credits for STT
    • Budget for telephony costs
    • Monitor usage regularly

  3. Workflow Configuration (Optional)

    • Create voice workflows
    • Set up AI agent nodes
    • Configure voice triggers
    • Test conversation flows

  4. Contact Database

    • Import contacts with phone numbers
    • Verify number formatting (country code required)
    • Update contact information
    • Segment contacts for campaigns

Quick Start​

Step 1: Access Voice Dashboard

  1. Go to Channel → Voice
  2. Default view shows Manage tab (call list)
  3. Switch to Analyze tab for analytics

Step 2: Make Your First Call

  1. Click Make Call button (green phone icon)
  2. Search for contact or enter phone number
  3. Select voice agent/workflow
  4. Click Initiate Call
  5. Call appears in call list immediately

Step 3: Monitor Call Progress

  1. Watch status change in real-time
    • Queued → Initiated → Ringing → In Progress
  2. See duration counter increase
  3. View completion status when call ends

Step 4: Review Call Details

  1. Click on Call ID in the list
  2. Slide-over panel opens with full details
  3. Listen to recording (if available)
  4. Read full transcription
  5. Check credit usage

Step 5: Analyze Performance

  1. Switch to Analyze tab
  2. Select date range (7d, 30d, 90d, custom)
  3. Review metrics cards
  4. Explore trend charts
  5. Export analytics as PDF

Best Practices​

Call Quality​

Optimize AI Prompts:

  • Clear, concise instructions
  • Natural conversation flow
  • Handle edge cases
  • Test with real scenarios

Voice Settings:

  • Choose appropriate voice
  • Adjust speech rate
  • Set clear pronunciation
  • Use natural pauses

Recording Quality:

  • Ensure provider supports recording
  • Test audio quality
  • Check file accessibility
  • Monitor recording availability

Performance Monitoring​

Track Key Metrics:

  • Success rate greater than 70%
  • Average duration 2-4 minutes
  • No answer rate less than 20%
  • Failed rate less than 5%

Regular Review:

  • Daily call volume check
  • Weekly analytics review
  • Monthly trend analysis
  • Quarterly optimization

Alert Thresholds:

  • Success rate drops below 60%
  • Failed rate exceeds 10%
  • Credit usage spike
  • Provider outages

Credit Management​

Budget Planning:

  • Estimate calls per month
  • Calculate average credits per call
  • Set monthly budget
  • Monitor daily burn rate

Cost Control:

  • Set call duration limits
  • Optimize TTS prompts (fewer words)
  • Choose cost-effective providers
  • Review high-cost calls

Credit Alerts:

  • Low balance warnings
  • Daily spend limits
  • Unusual usage alerts
  • Provider rate changes

Troubleshooting​

Calls Not Appearing​

Problem: Made a call but don't see it in list

Solutions:

  1. Click Refresh in More menu
  2. Clear filters (check if status filter active)
  3. Check date range (expand to "All time")
  4. Verify integration connected
  5. Check provider status

Recording Not Available​

Problem: "Play" button shows but no audio

Causes:

  • Recording still processing
  • Provider doesn't support recording
  • Recording failed during call
  • Expired recording (90+ days)

Solutions:

  • Wait 2-5 minutes for processing
  • Check provider recording settings
  • Enable recording in workflow
  • Contact support if persists

Transcription Empty​

Problem: Call completed but no transcription

Causes:

  • STT provider not configured
  • Silent call (no speech detected)
  • Transcription still processing
  • Language not supported

Solutions:

  • Configure STT integration
  • Check call had actual speech
  • Wait 5-10 minutes for processing
  • Verify language settings

High Credit Usage​

Problem: Credits depleting faster than expected

Causes:

  • Long call durations
  • Verbose AI responses
  • Expensive provider rates
  • High call volume

Solutions:

  • Set call duration limits
  • Optimize AI prompts (shorter)
  • Review provider pricing
  • Analyze high-cost calls
  • Consider cheaper provider
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