Reports
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.

Generate new report

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.

Report types

Call log report

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.

> Parameters

All parameters collected in the session will be shown in each individual call report right below the transcript.

> Flow Path

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:
Color
Description
Green
If the execution time of the request is less than 2000 ms, and the status code smaller than 400, the status of the step is 'success' and the node will be green.
Yellow
If the execution time of the request is more than 2000 ms and less than 5000 ms, and the status code is smaller than 400, the status of the step is 'warning' and the node will be yellow.
Red
Red If the execution time of the request is more than 5000 ms, or the status code is bigger or equal to 400, the status of the step is 'error' and the node will be red.

Tags report

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.
Click here to learn how to add tags.
When to use this report
This report will be beneficial for you if you want to check how many users are inquiring about a specific topic. Therefore, giving us a good indication as to which the most prominent topics of interest are to your user.
Use tags to understand what the common call flows and trending topics are and edit them according to fluctuating needs.

Parameter Report

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.
When to use this report
This report will be beneficial for you if you are collecting a lot of important data from your users that the agent will save in the parameters. For every interaction, this report will show the parameters collected.

Last Collected Tag Report

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.
Click here to learn how to add tags.
When to use this report
This report will be beneficial for you if you want to check where the conversation with your agent ended. The last collected tag will be the last tag that the user passes in the conversation with the agent. Therefore, giving us a good indication as to where a user ends the interaction.

Dynamic Reports (BETA)

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.
When to use this report
This report will be beneficial for you if you want to create a flexible custom report fully based on your business needs. You can include any parameter of interest, including simple data about your users (name, phone number, etc.), data about the interaction (channel, time & date, etc.) as well as parameters captured in the conversation and the last collected tag.
All information provided by our insights API (transcriptions, recordings, general info) is automatically wiped after 30 days. This action is done to increase privacy and comply with GDPR and other privacy regulations.
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Generate new report
Report types
Call log report
Tags report
Parameter Report
Last Collected Tag Report
Dynamic Reports (BETA)