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 |
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) |
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 |
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 |
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 asentiment 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
- 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 |
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
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
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
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
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
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.