Smart Carrier call analytics

Call Analytics shows how your Telnyx agents' calls went: how many there were, how many reached your team, how long they lasted and what they cost. The costs come from Telnyx's own billing records, so they match what Telnyx charges you.

What you need

• A Telnyx account connected on Smart Carrier.
• At least one Telnyx agent with a number pointed at it. See Telnyx agents.
• Keep transcripts left on in the agent's Capabilities tab, or there is nothing to show.

Until a Telnyx account is connected, the Call Analytics page only says Connect a carrier account first. Connect it on Overview first.

Step 1: Open Call Analytics and pick a period

1. In the sidebar, under Smart Carrier, click Call Analytics.
2. Click Today, 7 days or 30 days. If you have more than one Telnyx account, pick the account at the top right.

Step 2: Read the top of the page

1. Four numbers sum up the period: AI calls, Handed to an agent (as a share of calls), Spend (with the cost per call) and Average call.
2. The coloured bar splits every call into four outcomes: Handed to an agent (reached a queue on your dialer), Handled by AI (answered without needing a person), Never connected (the call did not get going) and Errored (Telnyx reported a problem).
3. When calls arrive · ET shows calls by hour of day, in US Eastern time. If calls bunch up at certain hours, that is when people need to be on the queue the agent hands off to.

Step 3: Compare agents and models

1. With more than one agent, Agents compared lists each with Calls, Handed off, Avg call, Spend and Per call. Use it to compare an agent before and after you change its instructions.
2. Spend per day shows the trend once you have two or more days of calls.
3. By model shows calls and cost per AI model, which helps you decide whether a cheaper model is worth trying.

Step 4: Read individual calls

1. Scroll to Calls. Each row shows When (Eastern time), the Caller (with their lead name from your dialer when VICIdial knows them), the Outcome, the Queue it went to, how long they Waited, the call Length and its Cost.
2. Click an outcome badge above the list (for example Handed to an agent) to show only those calls. Click it again to clear.
3. Click a row to read the transcript. If the agent tried to transfer and could not, a red box says The handoff did not happen and gives the reason.

If something goes wrong

Related articles

• Telnyx agents
• Smart Carrier: how the pieces fit
• Smart Carrier phone numbers
• Reports and agent stats