Analytics and topics
Overview
Section titled “Overview”Analytics → Overview shows metrics for the selected period: number of calls, completion and failure rates, average duration, response time (median and slow tail) and orders taken on the phone with conversion.
Topics
Section titled “Topics”Analytics → Topics (plan: Topic analytics) shows why customers call.
Topic tree
Section titled “Topic tree”Two levels: group → topic (e.g. “Shipping and delivery → Shipment status”). You edit the tree in the console: add, rename, reorder and deactivate topics. Topics are never deleted, only deactivated, so past tags and statistics stay intact. Topic names are unique within the company.
Automatic tagging
Section titled “Automatic tagging”After each call (except those shorter than 10 seconds) the masked transcript is given to a language model, which produces:
- 1–3 topics (only from your company’s active topics; unknown codes are dropped),
- a summary of at most two sentences (masked again),
- a resolution:
| Code | Meaning |
|---|---|
pinar_cozdu | The assistant met the customer’s need during the call (the code name is historical; it means “resolved by the assistant”) |
talep_acildi | A request or record was opened; the team will follow up |
temsilciye_yonlendi | Routed to an agent |
cozulmedi | Not resolved |
belirsiz | Couldn’t be determined |
You can correct tags from the call detail; corrections are counted and shown as the correction rate in the statistics. Purpose-based outbound calls are also tagged with the purpose’s topic (kaynak: amac).
Statistics
Section titled “Statistics”Counts per group and topic, the share resolved by the assistant per group, change against the previous period of the same length, and the most-discussed topics. Clicking a topic takes you to the list of calls on that topic. The same data is available through GET /api/v1/konular/istatistik and the cagri.etiketlendi webhook.
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