Voice analytics
Understand your calls: volume, sentiment, peak hours, and what callers want.
The Voice panel shows how your phone line is performing, so you can see how many calls you handle, how callers feel, and when they reach out.
What you see
| Field | Type | Description |
|---|---|---|
| Call volume | metric | How many calls came in over the period. |
| Positive sentiment | metric | The share of calls where the caller sounded happy. |
| Transfer rate | metric | How often calls were handed to a human. |
| Revenue recovered | metric | Value from bookings that started as calls. |
| Peak hours | heatmap | A 7-day by 24-hour grid showing when calls land, in Dubai time. |
| Top intents | breakdown | What callers asked about most, like pricing, booking, and availability. |
Staff for your peaks
The peak-hours heatmap shows exactly when demand is highest. Use it to plan when a human should be ready to take handoffs.
For where each call's summary and sentiment come from, see Reviewing calls.
Last updated June 2026