Track AI Voice Agent's performance – Aircall

To evaluate the performance of your AI Voice Agent, you can use both qualitative reviews and quantitative metrics available in the Aircall Dashboard.

Qualitative review

You can review how well the AI Voice Agent manages conversations by listening to call recordings and reading transcriptions in the Conversation Center.

Any row with the AI Voice Agent logo in the User column indicates the call was handled by an AI Voice Agent.

Aircall Conversation Center showing Ecovia call logs with filters applied, including user, number, duration, and transcript details..png

To filter calls by agent, click All filters in the top-right corner, then select the relevant AI Voice Agent.

Aircall Conversation Center showing call logs with active filter panel open for mood, users, and AI Voice Agents selection..png

NOTE:
Currently, recordings and transcriptions are only available for calls fully managed and terminated by the AI Voice Agent (no transfer to a human).  
If a call is transferred, only the part handled by the human agent will have a recording and transcription. This limitation will be resolved in the near future.

Reviewing AI Voice Agent metrics

Depending on your Aircall Analytics package, different dashboards and metrics are available.

NOTE:
Inbound calls handled by the AI Voice Agent are currently counted as “missed” calls.  
You can exclude these from your missed call metrics by applying the **AI Voice Agent filter** in Analytics Dashboards.

Overview dashboard (available to all customers)

Overview dashboard in Aircall Dashboard
Filters: With AI Voice Agent (Yes/No)
Metrics:
- Inbound calls with AI Voice Agent: # of inbound calls in which an AI Voice Agent participated (regardless if the call was resolved/terminated with the Voice Agent or transferred to a human agent)
- Unanswered calls handled by AI Voice Agent: # of inbound calls that terminated (or "resolved") by the AI Voice Agent (i.e. excludes transfer to a human agent)
- % Unanswered calls handled by AI Voice Agent: Percentage of inbound calls that were terminated (or "resolved") by the AI Voice Agent compared to the total number of unanswered calls
- Avg. time with AI Voice Agent: Average time spoken with the AI Voice Agent per call

Aircall analytics overview dashboard showing inbound call stats, average AI Voice Agent time, unanswered calls, and percentage metrics.

Inbound / Inbound+ dashboards (Professional plan or Analytics+ add-on)

Inbound dashboard in Aircall Dashboard
Filters: With AI Voice Agent (Yes/No)
Metrics:
- Inbound calls with AI Voice Agent: # of inbound calls in which an AI Voice Agent participated (regardless if the call was resolved/terminated with the Voice Agent or transferred to a human agent)
- Unanswered calls handled by AI Voice Agent: # of inbound calls that terminated (or "resolved") by the AI Voice Agent (i.e. excludes transfers to a human agent)
- % Unanswered calls Handled by AI Voice Agent: Percentage of inbound calls that were terminated (or "resolved") by the AI Voice Agent compared to the total number of unanswered calls
- Avg. time with AI Voice Agent: Average time spoken with the AI Voice Agent per call

Aircall Inbound analytics dashboard showing daily call metrics, including inbound and unanswered calls with AI Voice Agent and average time.

Unanswered Calls / Unanswered Calls+ dashboards (Professional plan or Analytics+ add-on)

Unanswered calls dashboard in Aircall Dashboard
Filters: With AI Voice Agent (Yes/No)
Metrics:
- Unanswered calls handled by AI Voice Agent: # of inbound calls that terminated (or "resolved") by the AI Voice Agent (i.e. excludes escalations/transfer to a human agent)
- % Unanswered calls handled by AI Voice Agent: Percentage of inbound calls that were terminated (or "resolved") by the AI Voice Agent compared to the total number of unanswered calls
- Unanswered calls evolution: Evolution over time of the % unanswered inbound calls handled by the AI Voice Agent (i.e. terminated or "resolved" by the AI Voice Agent)

Aircall Unanswered Calls dashboard showing metrics for unanswered and AI-handled calls with a line graph of daily call trends.

Continuous monitoring and refinement of your AI Voice Agent setup will ensure it consistently provides a smooth, reliable experience for both your customers and your team.