Review AI Voice Agent Analytics

Quick Setup

Choose a date range and review the dashboard in about 5 minutes.

This guide helps you measure how AVA handled guest questions and requests by voice.

Go to: Communication Hub → AI Voice Agent Analytics

Quick Reference

Dashboard area	What it helps you review
Key metrics	Calls, questions, answer rate, escalations, and call length
Charts	Answer trends, question outcomes, categories, and languages
Top missing information	Open knowledge gaps guests ask about most often
Guest requests	Successful, unsuccessful, and unavailable service requests
Tool issues	Guest-service tool failures grouped by tool and issue type
Recent calls	Searchable calls and answered or unanswered questions

Before You Start

Confirm these requirements:

• Your role includes report:analytics, video_call:activity_read, or phone_ai:read
• Your hotel has AI voice calls in the selected period

The dashboard includes calls from video, kiosk, guest portal, chat widget, and phone surfaces.

Tracking availability

Your deployment administrator must enable voice agent analytics before calls appear. Enabling it does not add data for earlier calls.

Choose a Date Range

1. Open Communication Hub → AI Voice Agent Analytics.

2. Select Last 7 days, Last 30 days, or Last 90 days.

3. Choose Custom range for another period.

4. Select From and To dates.

   ✓ The dashboard refreshes for the selected period.

The dashboard compares the selected period with the previous period of equal length.

Filter the Dashboard

Use filters to focus your review:

Filter	What it shows
Channel	Video or phone calls
Surface	Kiosk, chat widget, guest portal, or phone
Language	Calls handled in one guest language

Select All channels, All surfaces, or All languages to remove a filter.

Read the Main Metrics

Review the summary cards before opening individual calls.

Metric	What it means
Calls handled	Calls received during the selected period
Questions asked	Guest questions or requests AVA looked up or handled
Answered	Questions answered with hotel information or a guest service action
Not answered	Questions AVA could not answer or declined
Escalated to staff	Calls or questions handed to staff
Avg call length	Average time from connection to hang-up

On wide screens, all six metric cards align in one row. Counts of one use singular captions, such as 1 question and 1 call.

Short replies, silence, and interrupted turns may not count as questions. The Answer rate over time chart shows daily answered and unanswered percentages.

Find Missing Hotel Information

1. Review Top missing information.

2. Compare the number of guest asks with the previous period.

3. Select View all gaps to open the knowledge-gap list.

4. Add missing details to the relevant chatbot document.

   ✓ Future calls can use the updated hotel information after processing finishes.

The dashboard ranks only open gaps. Resolved and dismissed gaps do not push current gaps out of the list.

Review Tool Issues

The Tool issues section shows guest-service tool problems recorded during voice calls. Use it to find tools that need investigation or operational follow-up.

Issue type	What it means
Timed out	A guest-service tool did not finish in time
Failed	A guest-service tool returned a failure
No verified stay	AVA could not confirm the guest's stay before the tool action

1. Review the total for each issue type.
2. Compare issue counts by tool.
3. Open the recent issue list for individual records.
4. Filter the list by Tool when one service needs investigation.

Tool issues from phone calls are included in this dashboard. They are recorded in the background, so reporting does not block the guest call.

Recording availability

Tool issues appear only when voice agent analytics recording is enabled. Validation feedback does not create a tool-issue record.

Review Guest Requests

The Guest requests section groups requests by type and outcome. Request types include amenities, cleaning, luggage, wake-up calls, room issues, and cancellations.

Select a bar in Requests by kind to review unsuccessful requests for that type only. The other bars dim, and the recent-request list updates to match your selection. You can also select the kind buttons below the chart with a keyboard.

Select an unsuccessful request row to expand that call's questions beneath the row. The selected kind appears as a removable filter chip above the list.

Select the Unsuccessful total to jump to the full unsuccessful list. This action also clears the kind filter. Select All kinds or remove the chip to return to every request.

Review these areas:

• Successful and Unsuccessful request totals
• Top failure reason
• Most requested items
• Asked for but not offered items
• Recent unsuccessful requests

Not confirmed means the guest did not confirm the prepared request. It is counted as a failure reason, so the listed reasons add up to the unsuccessful total.

Cancellation rows name the cancelled items when AVA recorded the original confirmed request. For example, a row can show Bath Towel ×2 instead of only a request ID. Older cancellation records may not include item names because AVA cannot backfill them.

Use this information to update your service catalogue or staff procedures.

Review Calls and Questions

1. Scroll to Recent calls.
2. Turn on With unanswered questions to focus on missed answers.
3. Enter text in Search questions when you know part of the guest question.
4. Select a call to review its questions.

The call list shows the time, surface, duration, language, and answer status. Question text appears only when transcription was enabled for that call. The call details also list that call's requests in the order they were recorded. Each request includes its outcome, so you can match a confirmation response to the request. Calls without requests hide this list. If the request list cannot load, the call panel shows a load error.

Export call data

Select Export CSV to download the calls matching your current date range and filters. The export includes up to 10,000 matching calls. AVA asks you to narrow the range when more calls match. This prevents a partial export.

Troubleshooting

The analytics page is missing

What you see: You cannot find AI Voice Agent Analytics in the Communication Hub.

Fix:

1. Ask an administrator to grant report:analytics, video_call:activity_read, or phone_ai:read.
2. Refresh AVA after your role changes.
3. Confirm you are viewing the correct hotel.

No calls appear

What you see: "No voice agent calls in this range yet."

Fix:

1. Expand the Date range.
2. Clear Channel, Surface, and Language filters.
3. Confirm the selected hotel has completed AI voice calls.

Analytics cannot load

What you see: "Couldn't load voice agent analytics. Try again in a moment."

Fix:

1. Refresh the page.
2. Confirm your internet connection.
3. Try a shorter date range.
4. Contact your AVA administrator if other users see the same error.

Call requests cannot load

What you see: The call opens, but its request list shows a load error.

Fix:

1. Refresh the page.
2. Open the call again from Recent calls.
3. Try a shorter date range if the error continues.
4. Contact your AVA administrator if other calls show the same error.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ The dashboard stays empty after clearing filters
• ❌ Calls appear in Phone AI but not in analytics
• ❌ Export fails repeatedly

Helpful to include:

• Screenshot of the dashboard
• Selected hotel and date range
• Filters you selected
• Time the issue started

Related Guides

• Set Up Phone AI for Incoming Calls
• Set Up Your Chatbot
• Manage Chatbot Documents