Analytics and metrics for voice calls, providing insights into call performance, quality, sentiment, and outcomes.

CallAnalytics

Analytics and metrics for voice calls, providing insights into call performance, quality, sentiment, and outcomes.

Properties

id (string): Unique identifier for the analytics record.
call ([[Call]]): The call being analyzed.
assistant ([[VapiAssistant]]): The assistant that handled the call.
phoneNumber ([[VapiPhoneNumber]]): Phone number used for the call.
business ([[Business]]): The business this call belongs to.
analysisDate (number): When analysis was performed (Unix timestamp).
duration (number): Total call duration in seconds.
talkTime (number): Active conversation time in seconds.
waitTime (number): Time customer spent waiting in seconds.
silenceTime (number): Total silence duration in seconds.
holdTime (number): Time on hold in seconds.
assistantSpeakingTime (number): Time assistant spoke in seconds.
userSpeakingTime (number): Time user spoke in seconds.
talkRatio (number): Assistant to user talk ratio.
interruptions (number): Number of interruptions.
interruptionRate (number): Interruptions per minute.
interruptedBy (string): Who interrupted more (assistant, user, balanced).
responseTime (number): Average assistant response time in seconds.
firstResponseTime (number): Time to first assistant response in seconds.
sentiment (string): Overall call sentiment (positive, neutral, negative).
sentimentScore (number): Sentiment score (-1 to 1).
sentimentTrend (string): How sentiment changed (improving, declining, stable).
emotionalTone (string[]): Detected emotional tones (happy, frustrated, confused, etc.).
satisfactionScore (number): Customer satisfaction score (0-100).
npsCategory (string): Net Promoter Score category (promoter, passive, detractor).
callOutcome (string): Call result (resolved, escalated, callback, abandoned).
resolution (string): How issue was resolved (self-service, assistant, human-handoff).
resolutionTime (number): Time to resolution in seconds.
firstCallResolution (boolean): Whether issue was resolved in first call.
transferOccurred (boolean): Whether call was transferred.
transferCount (number): Number of transfers.
escalated (boolean): Whether call was escalated.
escalationReason (string): Reason for escalation.
toolsUsed (string[]): Tools executed during call.
toolExecutionCount (number): Total tool executions.
toolSuccessRate (number): Percentage of successful tool executions (0-100).
averageToolExecutionTime (number): Average tool execution time in seconds.
intents (object[]): Detected user intents with confidence scores.
topics (object[]): Conversation topics with relevance scores.
keywords (object[]): Extracted keywords with frequency.
actionItems (number): Number of action items identified.
questionsAsked (number): Number of questions asked by user.
questionsAnswered (number): Number of questions answered.
unansweredQuestions (number): Number of unanswered questions.
audioQuality (number): Audio quality score (0-100).
transcriptionAccuracy (number): Transcription accuracy (0-100).
speechRecognitionErrors (number): Number of recognition errors.
latencyAverage (number): Average latency in milliseconds.
latencyP95 (number): 95th percentile latency in milliseconds.
latencyMax (number): Maximum latency in milliseconds.
costTotal (number): Total call cost in cents.
costPerMinute (number): Cost per minute in cents.
costBreakdown (object): Cost breakdown (llm, tts, transcription, telephony).
complianceFlags (string[]): Compliance issues detected.
qualityFlags (string[]): Quality issues detected.
improvementOpportunities (string[]): Identified areas for improvement.
tags (string[]): Analytics tags for categorization.
metadata (object): Custom key-value pairs for additional data.
created (number): Timestamp when analytics was created (Unix timestamp).