> ## Documentation Index
> Fetch the complete documentation index at: https://developers.nlpearl.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Call Analytics
> NLPearl provides detailed analytics for every campaign, helping you track performance, understand Pearl's activity, and optimize your strategy in real time.
How this dashboard works:
Outbound campaigns (initiated by Pearl) offer more data, while inbound campaigns show a lighter set of insights. All data reflects Pearl’s automated voice interactions — not human agents.
***
### 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.
***
### 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
***
### 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.
Combine success rate with call duration to get insights into how efficient your conversations are.
***
### 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.
***
### 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"`.
Tags are applied automatically based on what the user says or how the conversation flows.
***
### 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.
***
### Pickup Rate
Outbound only
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.
***
### 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.
***
### Cost Breakdown
See your **total and average call costs over time** to understand how your usage impacts your credit.
This graph only reflects costs deducted from your available credit. Calls covered by your included minutes are not shown.
***
### 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 | ✅ | ✅ |
***
### 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.
