Vonage AI offers a variety of general and custom reports that will help you gain valuable insights regarding your virtual agent's performance, and can be used as a great tool for experience optimization.
By default, when clicking on the "Reports" tab, you will see all agent-user interactions in this account.
To generate a new report, fill in all the details under “Generate Report” drawer on the right.
Choose the report type you’d like to generate, as well as the region, time frame, agent, and the time zone you wish the information to be presented in.
Once you’re done, click on “Apply” and you’ll see the report open on your screen.
This report will reveal the basic data of the session log. It will show the user number, date & time, agent name, and session duration. If you want to see the conversation detail and transcription, you need to press the three dots on the right side of each row, and it will open a call log with all the details.
When your report type is set to Call Logs you will notice a category called report States.
Report state refers to the status of the user interaction, there are a few states that you can sort by:-
This report state allows you to view all interactions regardless of state.
This report state allows you to view all calls that are considered successful according to the agent flow.
This report state allows you to see calls that may have had one or more nodes failed or missed within the agent
This report state allows you to see calls that have failed.
This report state refers to calls that are currently in progress. To view the real time progress of these calls make sure to refresh the call within the open call drawer.
All parameters collected in the session will be shown in each individual call report right below the transcript.
Whenever you open a specific call from the call report or the tag report, it will show the flow path of the conversation. Used for error tracking, the flow path report shows how much time it took to trigger each node.
The flow path shows each flow step, with the node type, the status code, node Id, execution time, request, and response data.
The status of the step is reflected according to this logic:
This report will show you all of the tags that were collected in the sessions. You will see for each tag the total amount of tagged sessions and the percentage of interactions.
For example, if you tagged a node as “Successful” and another as “Failed”, you will be able to see how many sessions were successful and how many failed. If you click on a tag it will open the raw log window of that tag and each row you will press will open the log of this specific interaction.
This report will indicate all the parameters that were collected in the sessions, including the basic information such as agent type, date and time, call duration, state of the call (which is derived from the flow path report), the parameter name, the parameter session ID and the value that was collected. You can tailor this report to include any parameter relevant to your flow.
This report will arrange the last collected tag in a session. You will see for each tag the total amount of tagged sessions and the percentage of the interactions.
You can create a custom report with only the information important to you. You can filter the reports to look for a specific value included in the transcription, phone number, time, etc.