Analytics Overview

Gail provides detailed analytics to help you understand how your agents are performing and where you can improve.

Dashboard

The Analytics dashboard gives you an at-a-glance view of key metrics:

Key Metrics

Call Volume

Track call patterns over time:

• Hourly breakdown - Identify peak hours
• Daily trends - Spot patterns across the week
• Monthly comparison - Track growth over time

Call Outcomes

Understand how calls are resolved:

Performance Metrics

• Average Handle Time (AHT) - How long calls typically last
• First Call Resolution (FCR) - Issues resolved in one call
• Transfer Rate - Calls escalated to humans
• Containment Rate - Calls fully handled by AI

Filtering & Segmentation

Slice data by:

• Date range - Custom periods or presets
• Agent - Individual agent performance
• Phone number - Traffic by number
• Outcome - Filter by resolution type
• Intent - Group by caller intent

Visualizations

Time Series Charts

Track metrics over time with interactive charts:

• Zoom into specific periods
• Compare different metrics
• Export data for analysis

Distribution Charts

Understand the spread of key metrics:

• Call duration distribution
• Time to resolution
• Customer sentiment scores

Heat Maps

Visualize patterns:

• Call volume by hour and day
• Peak times
• Geographic distribution

Real-Time Monitoring

Watch metrics update in real-time:

• Active calls right now
• Today’s running totals
• Live sentiment tracking
• Queue status

Scheduled Reports

Receive regular reports via email:

1. Go to Analytics → Scheduled Reports
2. Click Create Report
3. Select metrics and format
4. Set schedule (daily, weekly, monthly)
5. Add recipients

Report Formats

• PDF - Formatted for sharing
• CSV - Raw data for analysis
• Excel - Pivot tables and charts

Data Export

Export analytics data for external analysis:

$
curl -X GET "https://api.meetgail.com/v1/analytics/export" \
>
  -H "Authorization: Bearer $API_KEY" \
>
  -d "start_date=2024-01-01" \
>
  -d "end_date=2024-01-31" \
>
  -d "format=csv"

Data Retention

Next Steps

• Call Logs - Review individual call details and performance