Read your analytics

The Analytics page turns a client’s conversations into clear figures: how many conversations the agents handled, how many succeeded, when customers got in touch and how much staff time the agents covered. This guide explains what each figure means and how it is worked out, so you can walk your client through their results with confidence.

Before you begin

The client’s timezone. Days, hours and the after-hours count all use the client’s timezone, set under Region in Client settings. Check it first, so a call at 08:30 for your client is counted at 08:30.
The staff-time estimate. If you turn on Show estimated staff-time value for the client, the page leads with value. See The value-led layout and How staff time handled works.
Everyone with access to the client sees the same page: your agency team and the client users assigned to the client.

Open the page and choose what to see

Open Analytics

Open the client, then select Analytics in the client’s menu.
Choose the period

Select 7 days, 14 days or 30 days. The period ends today and is counted in whole days in the client’s timezone.
Choose a channel

Under Channel, keep All channels, or pick Phone, Web (chat & calls), WhatsApp, SMS, Integrations or Other. Every figure and chart on the page then covers that channel only.

When the period includes typed chats, a note under the channel filter says that minutes and average duration count voice conversations only, and how many typed conversations it left out.

If the client’s conversations come in on more than one channel, or on one channel other than phone, a Conversations by channel card lists each channel with its number of conversations, its share, the percentage that were successful and, for chats, the number of messages.

What each figure means

These definitions apply across the Analytics page, Conversations and each agent’s page.

Figure	How it is worked out
Calls Handled	Every conversation in the period on the chosen channel. It reads Conversations Handled once the client has chats too, with the split of calls and chats underneath.
Success rate, shown as Resolved in the value-led layout	The share of conversations that succeeded. A conversation succeeds when the provider reports it completed, ended or was transferred to a person. It does not succeed when it failed, was busy, was not answered, was cancelled or rejected, or reached voicemail. When the status does not say, the provider’s own success evaluation decides, and a conversation with no evaluation that has some length counts as successful.
Average duration	The average length of the voice conversations in the period, in minutes and seconds. Typed chats are left out, because time in a chat is not talk time.
After hours	Conversations that started before 09:00 or from 19:00 in the client’s timezone, on any day of the week, with their share of the total.
Staff time handled	The receptionist time the agents covered, from conversations resolved or handed to your team. See How staff time handled works.
Positive sentiment	The share of the period’s conversations that the provider rated positive.
Peak Hours, on Conversations	The busiest hour of the day in the client’s timezone, shown as a one-hour window such as 2 PM to 3 PM, with its share of conversations.

Sentiment

Sentiment comes from the voice provider’s own rating of each conversation, as Positive, Neutral or Negative. Retell AI agents report it for their calls, so sentiment is most informative for Retell AI clients. Conversations without a rating are counted as unrated.

The Sentiment chart uses rated conversations only. It shows how the rated conversations split, and a net sentiment figure: the percentage that were positive minus the percentage that were negative, from +100 (all positive) to -100 (all negative). When nothing in the period is rated, the chart reads No sentiment data yet.

Outcomes

The Call outcomes chart sorts each conversation by how it ended:

Outcome	When it is used
Completed	The provider reports the conversation completed, ended or done
Transferred	The status or the end reason shows a transfer to a person
Voicemail	The status or the end reason shows voicemail
Failed	The status is failed, error or no answer, or the end reason shows an error
Unknown	The provider’s status does not match any of the above

The standard layout

With the staff-time estimate off, the page opens with four headline figures: Calls Handled, Success rate, Average duration and Positive sentiment. The volume and success rate cards compare with the previous period of the same length and show the change, up or down. Under the success rate, a line explains what it counts: “Connected conversations that finished or were handed to your team”.

The charts follow:

Chart	What it shows
Call volume	Conversations per day across the period
Call outcomes	How conversations ended. See Outcomes.
Peak call times	A grid of the days of the week against four-hour blocks of the day, shaded by how many conversations came in
Sentiment	Net sentiment and the split of rated conversations
Call performance	Calls per day with the total, and the Average duration day by day
Call distribution by hour	Conversations in four blocks of six hours, from midnight, with the busiest marked Busiest
Call status	The number of conversations with each status the provider reported

The value-led layout

When Show estimated staff-time value is on for the client, the page leads with the value the agents delivered. The four headline figures become:

Staff time handled, with the number of conversations resolved or handed to your team it comes from, and the money estimate
Calls Handled (or Conversations Handled)
Resolved, the success rate
After hours, the number of after-hours conversations and their share

The charts then show:

Chart	What it shows
Call volume	Conversations per day across the period
Staff time to date	A running total of staff time across the period, from conversations resolved or handed to your team
Estimated staff-time value by time of day	How much of the estimated value came during business hours (09:00 to 19:00) and how much after hours. Until the client has 20 counted conversations in the period, the card shows Conversations by time of day instead.
Call distribution by hour	Conversations in four blocks of six hours, with the busiest marked Busiest
Period-over-period growth	Calls, Staff time and Success for this period, each with its change on the previous period of the same length
Call status	The number of conversations with each status
Call outcomes, Peak call times, Sentiment and Call performance	As in the standard layout

Under Period-over-period growth, the Projection line shows about how many calls a month the client is on course for: the period’s conversations, divided by the days in the period, times 30.

An agent’s figures

On Agents, open any agent for its own figures. Choose 7 days, 14 days or 30 days at the top right. The page says which timezone it uses.

Figure or chart	What it shows
Total Calls	The agent’s conversations in the period, for example Total Calls (7d). It reads Total Conversations once the agent has chats.
Avg Duration	The average length of the agent’s spoken conversations
Agent Language	The language the agent is set to speak
Success Rate	The agent’s success rate, worked out the same way as on Analytics
Conversations by channel	Each channel the agent answered on, when there is more than one
Call volume per day	The agent’s conversations day by day
Call distribution by hour	The agent’s conversations in four blocks of six hours, with the busiest named
Inbound vs outbound	Inbound and outbound calls per day, with the totals

Troubleshooting

Problem	What to do
A figure differs from the provider’s own dashboard	The portal counts days and hours in the client’s timezone and uses one success rule for every provider. Check the timezone under Region in Client settings, and compare the same dates.
The after-hours count looks wrong	After hours means before 09:00 or from 19:00 in the client’s timezone. Check the timezone under Region in Client settings.
Sentiment shows No sentiment data yet	No conversation in the period has a sentiment rating from the provider. Retell AI agents report sentiment for their calls.
The money estimate is missing	Turn on Show estimated staff-time value in Client settings. The estimate appears once the client has 20 counted conversations in the period. See How staff time handled works.
Conversations by channel is missing	The card appears when conversations come in on more than one channel, or on one channel other than phone.
A channel shows no figures	There were no conversations on that channel in the period. Choose All channels or a longer period.
Average duration ignores chats	That is by design: it measures talk time, so it uses voice conversations only.