Analytics

The Analytics dashboard gives you a comprehensive view of your voice and chat AI operations. Track KPIs, identify trends, and build custom charts to monitor what matters most to your business.

Multichannel Support

Analytics aggregates data from multiple channels. Today the platform supports:

Channel	Description
Voice	Phone calls handled by the voice gateway (SIP / telephony)
Chat	Text conversations from the web widget or test chat in Callem Studio

You can view metrics for Voice only, Chat only, or both (combined). The channel selector is a multi-select dropdown at the top of the page. Labels and KPIs adapt: for example, “Total Calls” becomes “Total Chats” when only Chat is selected, or “Total Conversations” when both channels are selected. Additional channels (e.g. WhatsApp and social networks) are planned; the filter is designed to scale as new channels are added.

Latency KPIs (LLM / TTS / Global) are primarily relevant for Voice; chat sessions may show zero or partial TTS latency. Engagement, transfer rate, duration, and call analysis apply to both channels where applicable.

Filters

All analytics data is filtered by the controls at the top of the page:

Filter	Description
Date range	Select the time period to analyze
Duration	Filter by conversation duration range (min/max in seconds)
Agent	Multi-select to filter by specific agents
Channel	Multi-select: Voice and Chat (or both). Future channels will appear here.
Call Analysis	Filter by custom analysis field values (e.g. `sentiment = positive`)

All KPIs and charts update dynamically when filters change.

Overview Dashboard

The built-in overview dashboard provides two rows of KPI cards and six default charts.

KPI Cards — Row 1 (Volume & Engagement)

KPI	Description
Total Calls / Chats / Conversations	Total number of voice calls, chat sessions, or both (depending on channel filter) in the selected period
Engagement Rate	Percentage of calls that were engaged (meaningful conversations vs. hang-ups, voicemails). Subtitle shows the raw engaged count.
Transfer Rate	Percentage of calls transferred to a human agent. Subtitle shows the raw transfer count.
Reiteration Rate	Rate of callers who called back multiple times
Peak Simultaneous	Maximum number of concurrent calls at any point during the period

KPI Cards — Row 2 (Performance & Latency)

KPI	Description
AHT	Average Handle Time — mean duration of engaged calls, in seconds
Interactions / Call	Average number of back-and-forth exchanges per call
LLM Latency	Average time (ms) for the LLM to generate a response
TTS Latency	Average time (ms) for the text-to-speech engine to produce audio
Global Latency	Average end-to-end latency (ms) from caller speech to agent response

LLM and TTS latency are critical metrics for call quality. If Global Latency exceeds 1500ms, callers may perceive the agent as slow or unresponsive. Consider using a faster LLM model or a lower-latency TTS provider.

Default Charts

Chart	Type	Description
Call / Conversation Volume	Area/Bar	Total calls or chats per time interval (auto-adjusts granularity based on date range)
Concurrency	Line	Simultaneous active calls/chats per minute/hour throughout the day
Hourly Distribution	Bar	Call distribution across 24 hours — identify peak hours
Day of Week Distribution	Bar	Call distribution across 7 days — identify peak days
KPI Evolution	Multi-line	Engagement rate / Transfer rate / AHT trends over time
Latency Evolution	Multi-line	LLM / TTS / Global latency trends over time

Per-Agent Table

A sortable table comparing agents side by side:

Column	Description
Agent	Agent name
Calls	Total call count
Volume	Visual bar showing relative volume
Engagement	Engagement rate percentage
AHT	Average handle time

Custom Dashboards

In addition to the built-in Overview tab, you can create unlimited custom dashboard tabs.

Managing Dashboard Tabs

Create: click the + button next to existing tabs
Rename: right-click a tab or use the dropdown menu
Reorder: drag and drop tabs to rearrange
Duplicate: create a copy of an existing dashboard
Delete: remove a dashboard (the Overview tab cannot be deleted)

Adding Charts

Each custom dashboard contains a grid of charts that you configure:

Enter Edit Mode by clicking the edit icon on a dashboard tab
Click Add Chart to open the chart editor
Configure the chart (see below)
Save — the chart appears in the dashboard grid

Chart Sizes

Charts can be resized in the grid:

Size	Grid Width	Best For
Small	1/3 width	Single KPI numbers, small donuts
Medium	2/3 width	Standard charts
Large	Full width	Detailed time series, complex visualizations

Charts can be reordered via drag and drop in edit mode.

Chart Editor

The chart editor is where you configure what data to visualize and how.

Chart Types

Type	Description	Best For
Column	Vertical bar chart	Comparing categories, time series
Bar	Horizontal bar chart	Ranking comparisons
Line	Line chart	Trends over time
Donut	Pie chart with center hole	Distribution / proportions
Number	Single large value	Highlighting one KPI

Metrics

Built-in Metrics

Metric	Description
Call Counts	Total number of calls
Average Call Duration	Mean call duration in seconds
Engagement Rate	% of engaged calls
Transfer Rate	% of transferred calls
Voicemail Rate	% of calls reaching voicemail
LLM Latency	Average LLM response time (ms)
TTS Latency	Average TTS generation time (ms)
Global Latency	Average end-to-end latency (ms)
Interactions / Call	Average exchanges per call

Custom Analysis Metrics

If you’ve configured call analysis fields on your agents, they appear automatically as available metrics. For example, if you have a sentiment field with values positive, neutral, negative, you can create a donut chart showing sentiment distribution.

Custom Rate Metric

Create calculated percentage metrics by defining a numerator and denominator:

Rate conditions (numerator): filters that define the “success” subset
Base filters (denominator): filters that define the total population
Logic: combine multiple conditions with AND or OR

Example: “Hot lead rate among engaged calls”

Numerator: callAnalysis.leadQuality = hot
Denominator: isEngaged = true
Result: percentage displayed as a chart

Chart Filters

Each chart can have its own independent filters (in addition to the global page filters):

Filter Category	Fields
Call fields	Duration / isEngaged / callerNum / calledNum / totalInteraction
Agent	Filter by specific agent(s)
Call Analysis	Any custom analysis field defined on your agents

Filter Operators

Operators vary by field type:

Field Type	Available Operators
Number	equals / not equals / greater than / greater-or-equal / less than / less-or-equal / Exists
Boolean	equals / Exists
String	Equals / Not equals / Contains / Exists
Selector	Equals / Not equals / Exists

Multiple filters can be combined with AND or OR logic.

Time Granularity

For time-series charts (Column / Line / Bar), choose the aggregation granularity:

Granularity	Use Case
Hour	Short date ranges (1-3 days)
Day	Medium ranges (1 week to 1 month)
Week	Long ranges (1-6 months)
Month	Very long ranges (6+ months)

Live Preview

The chart editor shows a live preview that updates as you change settings, so you can verify the visualization before saving.

Sustainability Tab

The Sustainability tab provides environmental impact metrics for your voice AI operations. It tracks CO2 emissions and energy consumption broken down by AI component (LLM, TTS, STT). See the dedicated Sustainability page for full details on KPIs, calculation methodology, and CSRD compliance.

Best Practices

Start with the Overview dashboard

The built-in KPIs and charts cover the most common monitoring needs. Get familiar with them before creating custom dashboards.

Create role-specific dashboards

Build separate dashboards for different stakeholders: an operations dashboard with volume and latency metrics, a sales dashboard with lead quality and booking rates, a quality dashboard with sentiment and resolution tracking.

Use custom rates for business KPIs

The custom rate metric lets you calculate any business-specific percentage (e.g. “appointment booking rate among interested callers”) directly in the dashboard without external tooling.

Combine chart filters with global filters

Global filters (date, agent, channel) apply to all charts. Use per-chart filters for specific slices — e.g. a chart showing only calls where isEngaged = true.

Use the channel filter for channel-specific views

To compare or isolate performance by channel, use the Channel filter: select Voice for phone metrics and Chat for web widget metrics, or both for combined conversation metrics. Custom dashboard charts respect the same channel selection.

Getting Started

Build

Deploy

Monitor

Settings

Analytics

Analytics

Multichannel Support

Filters

Overview Dashboard

KPI Cards — Row 1 (Volume & Engagement)

KPI Cards — Row 2 (Performance & Latency)

Default Charts

Per-Agent Table

Custom Dashboards

Managing Dashboard Tabs

Adding Charts

Chart Sizes

Chart Editor

Chart Types

Metrics

Built-in Metrics

Custom Analysis Metrics

Custom Rate Metric

Chart Filters

Filter Operators

Time Granularity

Live Preview

Sustainability Tab

Best Practices

​Analytics

​Multichannel Support

​Filters

​Overview Dashboard

​KPI Cards — Row 1 (Volume & Engagement)

​KPI Cards — Row 2 (Performance & Latency)

​Default Charts

​Per-Agent Table

​Custom Dashboards

​Managing Dashboard Tabs

​Adding Charts

​Chart Sizes

​Chart Editor

​Chart Types

​Metrics

​Built-in Metrics

​Custom Analysis Metrics

​Custom Rate Metric

​Chart Filters

​Filter Operators

​Time Granularity

​Live Preview

​Sustainability Tab

​Best Practices

Analytics

Multichannel Support

Filters

Overview Dashboard

KPI Cards — Row 1 (Volume & Engagement)

KPI Cards — Row 2 (Performance & Latency)

Default Charts

Per-Agent Table

Custom Dashboards

Managing Dashboard Tabs

Adding Charts

Chart Sizes

Chart Editor

Chart Types

Metrics

Built-in Metrics

Custom Analysis Metrics

Custom Rate Metric

Chart Filters

Filter Operators

Time Granularity

Live Preview

Sustainability Tab

Best Practices