Metrics Tab in Voice AI Employee
The Metrics tab surfaces aggregate KPIs for a Voice AI Employee so you can monitor usage, deflection, and call quality over time. All metrics update as new calls are handled and support the same date range filters as the Audit tab.
Summary Metrics
The top of the Metrics tab shows headline numbers for the selected date range:
| Metric | Description |
|---|---|
| Total calls | Total number of calls received. |
| Unique callers | Total number of distinct callers. |
| Avg call duration (mins) | Average duration of calls. |
| Total call duration (hrs) | Total cumulative call duration. |
| Deflection rate | Percentage of calls that were not transferred to a human agent. |
Trend Charts
Below the summary, the Metrics tab renders time-series charts so you can see how your Voice AI Employee is performing over the selected range:
| Chart | Description |
|---|---|
| Total calls over time | Number of calls over time. |
| Unique callers over time | Number of distinct callers over time. |
| Avg call duration over time (mins) | Trend of average call duration over time. |
| Deflection rate over time | Trend of deflection rate over time. |
| Distribution of disconnection reasons | Breakdown of reasons for calls being disconnected. |
Filters
- Date range -- Presets (last 24 hours, 7 days, 30 days) and a custom range selector apply to every metric and chart on the page.
Metrics are computed only from calls placed to a connected phone number. Test calls initiated from the Builder UI are not included in any of the totals or charts above.