Why it matters
Agent reports help you understand how Whippy AI agents are performing across calls. Use this report to monitor total AI call volume, completion rates, call sentiment, average completed call duration, hours automated, estimated savings, and performance differences between agents, agent versions, and channels.
Key Concepts
Total AI Calls: The total number of AI agent calls created during the selected period.
Complete AI Calls: AI calls marked as complete.
Incomplete AI Calls: AI calls marked as incomplete.
Call Completion Rating: Whether an AI call was completed or incomplete.
User Sentiment: The detected sentiment of the call, such as Positive, Neutral, or Negative.
Average Completed AI Call Duration: The average duration of completed AI calls.
Hours Automated: Estimated time handled by AI agents during the selected period.
Estimated Savings: A configurable estimate based on completed calls, incomplete calls, time assumptions, and hourly rate.
Built-in Agent Charts and Tables
The Agents report includes the following built-in views:
Summary cards: Total AI Calls, Complete AI Calls, Incomplete AI Calls, Average Completed AI Call Duration, Hours Automated, and Estimated Savings.
Calls by Day: A chart showing inbound and outbound AI calls over time.
Call Completion Rate by Day: A chart showing complete and incomplete AI calls over time.
Average Completed AI Call Duration by Day: A line chart showing average completed call duration over time.
Calls by Agent: A sortable table showing complete calls, incomplete calls, complete minutes, incomplete minutes, completion rate, total calls, and total minutes by agent.
Calls by Channel: A sortable table showing the same completion metrics by channel.
Call Heatmap: A heatmap showing when AI calls occur.
Sentiment summary cards: Positive Sentiment AI Calls, Negative Sentiment AI Calls, and Neutral Sentiment AI Calls.
Sentiment of Calls by Day: A chart showing call sentiment over time.
Sentiment of Calls by Agent: A sortable table showing negative, neutral, and positive calls and percentages by agent.
Sentiment of Calls by Channel: A sortable table showing negative, neutral, and positive calls and percentages by channel.
Step-by-Step: View Agent Reports
Open Reports.
Select Agents.
Choose the date range you want to review.
Select a time grouping, such as day, if available.
Apply filters for agent, agent version, channel, completion rating, direction, or call duration if needed.
Review the summary cards to understand overall AI call volume and completion.
Review Calls by Day and Call Completion Rate by Day to understand trends over time.
Review Average Completed AI Call Duration by Day to monitor call length.
Open Calls by Agent or Calls by Channel to compare completion performance.
Open Call Heatmap to identify busy AI call periods.
Review sentiment cards, the Sentiment of Calls by Day chart, and sentiment breakdown tables to understand customer sentiment.
Filter Agent Reports
You can filter Agent reports by:
Date range: Review agent activity for a specific reporting period.
Agent: Limit the report to one or more AI agents.
Agent version: Review performance for specific agent versions.
Channel: Limit the report to one or more channels.
Call Completion Rating: View complete or incomplete calls.
Direction: View inbound or outbound AI calls.
Call Duration: Limit the report by call duration ranges.
Time grouping: Change how chart data is grouped over time, where available.
The selected filters update the summary cards, charts, heatmap, and breakdown tables.
Use Estimated Savings
The Estimated Savings card lets you model the value of AI agent activity. The estimate is based on configurable assumptions such as:
Time saved per complete call.
Time saved per incomplete call.
Hourly rate.
Use this as a planning estimate rather than an accounting report.
Tips and Best Practices
Use Call Completion Rate by Day to monitor whether AI agents are completing calls consistently.
Compare Calls by Agent to identify which agents are handling the most calls and which have lower completion rates.
Use Agent Version filtering after making major agent changes to compare performance before and after updates.
Review Sentiment of Calls by Agent to identify agents that may need prompt, workflow, or knowledge updates.
Use Call Duration filters to separate short failed calls from longer completed calls.
Troubleshooting
Issue | Possible Cause | Fix |
Agent report shows no data | No AI calls match the selected filters | Broaden the date range or clear filters |
An agent does not appear in Calls by Agent | The agent may not have calls during the selected period | Expand the date range or remove agent/version filters |
Completion rate looks low | Calls may be ending before the agent completes the intended workflow | Filter by agent, version, channel, and call duration to isolate the pattern |
Sentiment looks unexpectedly negative | A specific agent, channel, or time period may be driving the result | Review Sentiment of Calls by Agent and Sentiment of Calls by Channel |
Estimated Savings looks wrong | The assumptions may not match your team's operating model | Update time saved and hourly rate assumptions in the Estimated Savings settings |