Call Analytics

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Key Metrics Overview

• Total Calls : Number of call attempts made during the selected period.
• Completed : Calls where someone picked up and interacted with Pearl, regardless of outcome.
• Successful : Calls that achieved the success condition defined for the Pearl (e.g. booking, confirmation, etc).
• Unsuccessful : The conversation happened, but the user declined or failed to reach the intended outcome.
• Need Retry : The lead picked up, but the conversation was interrupted or incomplete. These are flagged for retry.
• Voice Mail Left : Pearl left a voicemail.
• Unreachable : No one picked up or the number was unreachable.

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Average Call Duration

This graph shows the average duration of calls from the moment the person picks up or starts interacting with Pearl. Useful to:

• Detect drop-offs
• Monitor engagement quality
• Measure attention span

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Success Rate

This shows the percentage of calls that achieved the goal you defined when creating your Pearl — like booking a meeting, confirming information, or anything else you set as a success.

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Events Triggered

See all the actions triggered by Pearl during conversations — and how many times each one occurred. For example:

• Call Transferred
• SMS Sent
• Message Taken
• Calendar Booked
• Email Sent

These help you understand how much your agent is actually doing during calls.

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Tag Frequency

These are the custom tags you defined when creating your Pearl. They help you track key topics, intents, or outcomes during calls — like "No", "Transfer", or "Link".

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Calls Heatmap

This heatmap shows you when people are most active — either calling you (inbound) or answering your calls (outbound).

• White = high activity
• Grey = medium
• Black = none

Use this to find the best times to call.

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Pickup Rate

This graph shows the percentage of outbound calls answered by your contacts. It helps you understand how reachable your audience is and optimize calling hours.

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Sentiment Analysis

This chart reveals the emotional tone of conversations based on customer responses:

• Negative
• Slightly Negative
• Neutral
• Slightly Positive
• Positive

Useful to monitor user satisfaction and adjust tone.

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Cost Breakdown

See your total and average call costs over time to understand how your usage impacts your credit.

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Differences: Inbound vs Outbound

Feature	Inbound	Outbound
Call Initiation	By user	By Pearl
Pickup Rate	Not shown	✅ Visible
Heatmap	✅	✅
Success/Retry Tags	✅	✅
Sentiment Analysis	✅	✅
Cost Breakdown	✅	✅

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Summary

With NLPearl Analytics, you have full visibility into your campaigns’ performance. Use these insights to fine-tune your strategy, maximize success rates, and optimize every conversation. Data is power — now, it’s yours to use.