***

title: Analytics Overview
description: >-
Monitor your Gail agents' performance with comprehensive analytics and
reporting.
----------

# 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:

<CardGroup cols={4}>
  <Card title="Total Calls">
    Today's call volume
  </Card>

  <Card title="Avg Duration">
    Average call length
  </Card>

  <Card title="Resolution Rate">
    Calls resolved without escalation
  </Card>

  <Card title="Satisfaction">
    Customer satisfaction score
  </Card>
</CardGroup>

## 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:

| Outcome     | Description                            |
| ----------- | -------------------------------------- |
| Resolved    | Agent successfully handled the request |
| Transferred | Call escalated to human agent          |
| Voicemail   | Caller left a message                  |
| Abandoned   | Caller hung up before resolution       |

### 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:

```bash
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

| Plan         | Retention |
| ------------ | --------- |
| Starter      | 30 days   |
| Professional | 1 year    |
| Enterprise   | Unlimited |

## Next Steps

* [Call Logs](/platform/data-analytics/call-logs) - Review individual call details and performance