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 the “Generate Report” drawer on the right.

Choose the report type you’d like to generate, as well as the region, time frame, agent, and 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. Clicking on an individual call will allow you to view all the collected information regarding the call.

• ID - Shows you the user's phone number/identifying detail.

• Agent Name - allows you to view which one of your virtual assistants the call is related to.

• Agent Type - allows you to view the channel

• Event & Flow - details the flow that your user accessed along with the event that was triggered.

• Date & Time - provides information on date and time in day-month and 12-hour format respectively.

• Call Duration - specifies how long the user stayed in the conversation on the AI Studio platform

• Flow Path - indicates the statuses of the nodes in the triggered flow

Flow Path Statuses Error indicates that a node or a function with the agent failed to work. In this case, this error within the agent may have also caused it to go into fallback or for the entire flow to fail. This also means that the function took more than 5000 ms to execute and returned a status code greater than 400.

Warning refers to an error within the flow, however, when a call is marked with this status it means that the rest of the flow is executed as expected. This means that the function took somewhere between 2000 ms and 5000 ms to execute and returned a status code of less than 400.

Success refers to all the nodes within the flow executing as expected. The function likely executed in less than 2000ms and returned a 200 or less than 400 status code.

• Session Status - Provides a Status for the call as a whole.

Session Status Types

Completed refers to the post-call status of a session that was executed.

No answer is caused due to the recipient's line being busy, the call being unanswered, picked up by a machine or timed out causing the call to fail. Reports of these calls are usually blank and missing information refers to a session where the user either didn't pick up or the call did not initiate correctly causing the call to fail. Reports of these calls are usually blank and missing information.

Cancelled Session was cancelled by a Studio user

In progress refers to calls that are currently in progress. In order to view information relating to these calls you can refresh your reports and view all the collected information post-call.

Failed can either mean a session was not connected (telephony agents only) or that the template did not execute or send (WhatsApp agents only)

Report States

When your report type is set to Call Logs you will notice a category called Report States listed under the time.

Report state refers to the status of the user interaction, there are a few states that you can sort by:-

All

This report state allows you to view all interactions regardless of state.

Success

This report state allows you to view all calls that are considered successful according to the agent flow.

Warning

This report state allows you to see calls that may have had one or more nodes failed or missed within the agent

Error

This report state allows you to see calls that have failed.

In Progress

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.

Parameters

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

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 will be increased to 90 days in the next few weeks), in order to maintain privacy and compliance with GDPR and other privacy regulations.