Call Analytics
Review call history, transcripts, and agent performance metrics for your voice agents.
Every conversation your agents have — voice, text, or otherwise — creates a full record, so nothing is ever untracked. Call Analytics is where you review that data.
Call history
Voice Agents → Call History lists every call across all your agents: direction (inbound/outbound), duration, status, and — where available — a sentiment read on the conversation. Select any call to view its full transcript.
Analytics dashboards
Under Analytics, you'll find:
| Page | What it shows |
|---|---|
| Overview | High-level activity across all agents |
| Call Analytics | Call volume, duration, and outcome trends over time |
| Agent Performance | Per-agent metrics — useful when comparing multiple agents |
| Reports | Structured reports you can generate on demand |
What's captured per call
Each call record includes the full transcript, duration, channel (phone, web voice, etc.), direction, and — when the underlying provider supplies it — a sentiment classification. This data also feeds your knowledge base, so BusyBot can reference past conversations when answering questions. See Knowledge Base.
Verification
After a test or real call completes, it should appear in Voice Agents → Call History within moments, with a transcript attached.
Troubleshooting
Call doesn't show a transcript. Very short calls (a few seconds) may not generate a meaningful transcript. Longer calls should always include one — if not, check the call's status for an error state.
Sentiment is missing. Sentiment analysis depends on the call having enough conversational content to classify; brief or one-sided calls may not have a sentiment score.