Analytics

Understand call performance, agent effectiveness, and caller sentiment with real-time and historical analytics.

Dashboard metrics

Total calls

Inbound and outbound calls over the selected time range.

Avg. call duration

Mean conversation length in seconds. Watch this trend to detect agent behavior changes.

Answer rate

Percentage of inbound calls that connected vs. dropped before the agent responded.

Bookings created

Appointments successfully created via the book_appointment tool.

Transfer rate

Percentage of calls escalated to a human via transfer_to_human.

Sentiment breakdown

Caller sentiment at call end: positive / neutral / negative as a percentage split.

Deflection rate

Percentage of calls fully resolved by the AI without human escalation.

Avg. latency

P50 end-to-end response latency over the time period. Alert if > 800ms.

Sentiment analysis

Talknex analyzes caller sentiment throughout each call using a fine-tuned classifier applied to transcript chunks. Sentiment is updated every ~30 seconds during live calls and finalized at call end.

Positive

Caller expressed satisfaction, agreement, or appreciation.

Neutral

Transactional or information-seeking calls without strong emotional signal.

Negative

Caller expressed frustration, confusion, or complaint. Consider reviewing these calls manually.

Sentiment data is available in call records via the API and included in transcript.final webhook payloads.

Call transcripts

Full verbatim transcripts with speaker labels (agent / caller) and millisecond timestamps are stored for every call. Transcripts are:

•Searchable by keyword in the dashboard (Analytics → Transcripts → Search)

•Exportable to CSV or JSON via the API

•Retained for 90 days by default (configurable in Settings → Retention)

•Purge-able per-call or in bulk for compliance

API access

Pull analytics data programmatically to build your own dashboards or pipe into your BI stack:

// GET /v1/analytics/calls?from=2026-04-01&to=2026-05-01&agentId=agent_8f3c

{
  "totalCalls": 1284,
  "avgDuration": 142,
  "answerRate": 0.97,
  "bookingsCreated": 382,
  "transferRate": 0.08,
  "deflectionRate": 0.92,
  "sentimentBreakdown": {
    "positive": 0.71,
    "neutral": 0.21,
    "negative": 0.08
  },
  "avgLatencyMs": 543
}

Analytics by plan

Feature	Free	Pro	Enterprise
Call history	7 days	90 days	Unlimited
Sentiment analysis	—	✓	✓
Transcript search	—	✓	✓
API access	—	✓	✓
Custom dashboards	—	—	✓
Data export (CSV/JSON)	—	✓	✓

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