How to Read the Call Analytics Dashboard

The Call Analytics dashboard shows how your calls perform. Use it to answer three questions:

1. How many of my calls are completed (connected)?
2. How many completed calls become real conversations (two-way conversations of 30 seconds or more)?
3. What is the best day of the week and hour to call?

To open it, go to platform.bolna.ai/analytics, or click Monitor → Analytics in the left navigation menu. The dashboard counts phone calls only, both outbound and inbound. Web calls, such as testing an agent in your browser, are not included.

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What you can use it for

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All Calls or Unique Numbers

At the top of the dashboard there are two tabs. Both show the same four charts, but they count in different ways.

• All Calls counts every call. If you call the same number 3 times, that is 3 calls. Use it to see how your calling effort performs.
• Unique Numbers counts each phone number once, however many times you called it. Use it to see how many people you reached.

Simple example. You call a person 3 times. The line is busy twice, and the third call is completed. Furthest stage example. You call Priya 3 times:

• Call 1: the line is busy.
• Call 2: the call connects, but it ends before she says anything.
• Call 3: the call connects and she talks with your agent for 45 seconds.

In Unique Numbers, Priya is counted once, at the furthest stage any of her calls reached. Her third call became a real conversation, so she counts as one real conversation, even though her other two calls did not.

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Filter the dashboard

Use the filter bar below the tabs to focus on the calls you care about. Every filter applies to every chart on the dashboard. The filters you see depend on your account:

• Self-serve accounts have one filter, Date.
• Other accounts have Date, and may also have Agent Id and Sub Acc ID, depending on how the account is set up.

For example, set Date to the last 30 days to see how your calls performed this month. If you have the Agent Id filter, pick your sales agent as well to see only that agent’s calls.

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Call Results: did the call get through?

The first chart, Call Outcomes After Dialing, shows what happened each time a call was placed. The number in the centre is the total, and each slice is one result. Results that make up only a very small share of calls are grouped together as Other. In the Unique Numbers tab, each number shows its best result across all its calls. From best to worst, the order is completed, busy, no-answer, failed. For example, a number that did not pick up twice and then got connected on the third call counts as completed. Use it to: spot a reachability problem. If a large share of calls are busy or no-answer, try calling at a different time. The Best Day and Hour to Call chart shows which times work better.

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Call Funnel: from dialed to a real conversation

The Call Results chart tells you whether a call was completed. The Call Funnel shows what happened next: did the completed call turn into a real conversation? The funnel has five steps. A call only reaches a step if it passed every step before it, so the numbers get smaller from left to right.

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Reading the numbers

Each step shows two numbers: a percentage and a count. The percentage is always out of the total Dialed. In the example above, 1,342,819 leads were dialed and 876,336 of them were completed, so Connected shows 65.26%. At the end of the funnel, 209,775 leads (15.62% of everyone dialed) had a real conversation. Use it to: find the biggest drop between two steps. For example, if many calls are completed but far fewer reach Person on the line or Two-way conversation, people are hanging up early. Review how your agent opens the call.

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SIP calls are checked differently

Dialed and Connected (steps 1 and 2) work the same way for every call. Steps 3 to 5 depend on what was said on the call:

• For non-SIP calls, Bolna checks the call audio.
• For SIP calls, the call audio is not available for analysis, so Bolna checks the call transcript instead.

So the rules for steps 3 to 5 are slightly different. They apply in both tabs, and the Best Day and Hour to Call chart uses the same rule for a real conversation.

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Best Day and Hour to Call

This chart shows when your completed calls are most likely to become real conversations. It is a grid. Each row is a day of the week and each column is an hour of the day. Each cell shows the percentage of completed calls that became a real conversation (a two-way conversation of 30 seconds or more) on that day and hour. For SIP calls, that means 2 or more replies and a call of 30 seconds or more. A higher percentage means a better time to call. Green cells are your best times and red cells are your worst. For example, the cell for Fri at 21 shows 36.6. That means 36.6% of calls completed on Fridays between 9 PM and 10 PM became real conversations. In the Unique Numbers tab, each number is counted once per hour, so calling the same person many times does not skew the result. A number counts as a real conversation for that hour if any of its completed calls in that hour was one. Use it to: schedule your batch calls in the green slots, and set your agent’s calling guardrails to avoid the red ones.

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Average Call Duration

This chart uses the same day-by-hour grid. Each cell shows how long completed calls lasted on average, in seconds, on that day and hour. A longer average usually means people stayed on the line and engaged more with your agent. For example, the cell for Wed at 08 shows 63. That means completed calls on Wednesdays between 8 AM and 9 AM lasted 63 seconds on average. In the Unique Numbers tab, each person is counted once per hour. Their completed calls in that hour are averaged first, so one person you called many times does not outweigh everyone else. Use it to: check the Best Day and Hour to Call chart. Times with both a high percentage there and a long average here are your strongest calling windows.

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Reading tips

• All times are in IST. Column 06 is 6 AM and column 18 is 6 PM. The columns run from 06 to 22 (10 PM). On smaller screens, scroll the grid sideways to see the last columns.
• Blank cells mean too few calls. A cell shows a value only when that day and hour has more than 200 completed calls (more than 200 people in the Unique Numbers tab). With fewer calls, the number would not be reliable.
• Filters apply to every chart. Change a filter at the top and all charts update.
• Not sure what a chart shows? Hover the small i (info) icon next to its title for a short description.

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Next Steps