Voice Insights

Voice Insights provides call quality analytics and aggregation tools for investigating Twilio calls and conferences. Sensors in the Twilio Voice SDKs and on Twilio media gateways gather call metrics and events and send them to the Voice Insights platform for analysis and aggregation.

After aggregation, Twilio Console presents these Call Insights and Conference Insights through reporting dashboards and detailed summaries that highlight aspects of call and conference behavior. To access Voice Insights in Twilio Console, go to Monitor > Insights > Voice. You can also find it in the legacy Console.

Voice Insights for Twilio Voice SDKs allows you to react to call quality events directly in your Twilio SDK code. For a reference of related Voice SDK events, please see Details: Voice Insights SDK Events.

Voice Insights Advanced Features provide you with valuable additional analytical capabilities to investigate call and conference quality issues by

• exploring time-series data of metrics and event streams in the Twilio Console,

• programmatically accessing, via the Voice Insights REST API or Voice Insights Event Streams,

  • call summaries, call metrics, call insights events and call annotations, or
  • conference summaries and conference participant summaries.

Voice Insights is available for all calls and conferences made using

• one of the Twilio Voice SDKs:

  • Voice JavaScript SDK (v1.3+),
  • Voice iOS SDK (v3.0+), or
  • Voice Android SDK (v3.0+),

• the Programmable Voice APIs, or

• Elastic SIP Trunking.

Call Insights provides multiple ways to use call metadata which allow you to see call parameters, investigate call metrics and event timelines, and understand detected quality issues.

The following table contains a reference to the documentation for features broken down by Console, Voice Insights Event Stream and Call Insights REST API. Where applicable for a feature, the table indicates whether Voice Insights Advanced Features must be activated to use all or part of it.

Conference Insights provides multiple ways to use conference metadata which allow you to see conference parameters, investigate participant event timelines, and understand detected quality issues.

The following table contains a reference to the documentation for Conference Insights features broken down by Console, Voice Insights Event Stream and Conference Insights REST API. Where applicable for a feature, the table indicates whether Voice Insights Advanced Features must be activated to use all or part of it.

Trust & Engagement Insights helps you monitor and improve the trust, compliance, and performance factors that determine whether outbound calls are delivered and answered. By analyzing calling patterns and customer behaviors, the dashboard surfaces the metrics that influence reach and pickup, predicts when each customer is most likely to answer, and evaluates the return on investment (ROI) of Trust Products such as branded calling.

Activate Voice Insights Advanced Features to use this feature.

Reports API offers scalable, aggregated voice metrics and reports at both account and phone number levels, designed to convert data into actionable business insights with just a single API call. Accelerate decision-making with a low-code, cost-effective solution that requires minimal technical resources, providing immediate, actionable insights to enhance business performance with just a single API call.

Activate Voice Insights Advanced Features to use this feature.

Conversation Relay Insights helps you monitor and improve the performance, reliability, and customer experience of AI-driven voice conversations built on Twilio Conversation Relay. By analyzing end-to-end conversational signals—-like latency, interruptions, and handling time-—the dashboard highlights what's degrading the experience and where failures or friction are emerging. This centralized visibility allows teams to quickly validate deployments, pinpoint bottlenecks, and systematically deliver faster, more natural conversations.

Activate Voice Insights Advanced Features to use this feature.

This guide covers a feature that can support the following use cases:

You can use the feature in this guide to get insights whenever you send voice notifications using your app. For example, you can programmatically call customers to notify them of important updates, such as emergency weather closings, and learn how many calls connect successfully.

To learn more advanced features that you can use with voice notifications, see Voice notifications.

You can use the feature in this guide to get insights whenever you automate outbound calls that gather user input using the keypad. For example, you can create appointment reminders that allow customers to confirm, cancel, or reschedule their appointment by pressing a number on their keypad, and track how many customers respond.

To learn more advanced features that you can use with self-service automation, see Voice self-service automation.

You can use the feature in this guide to monitor metrics for incoming customer service calls. This ensures your routing architecture correctly handles traffic spikes and that call quality remains optimal while customers interact with agents or wait in queues.

To learn more advanced features that you can use with inbound contact centers, see Voice inbound contact center.

You can use the feature in this guide to get insights for your programmatic outbound call center that dials customers for telemarketing.

To learn more advanced features that you can use with outbound call centers, see Voice outbound contact center.

You can use the feature in this guide to track network latency, audio jitter, and connection reliability during live automated interactions. This helps evaluate whether virtual agents can converse naturally without disruptions caused by technical or transport issues.

To learn more advanced features that you can use with AI agents, see Voice AI agents.

You can use the feature in this guide to capture exact behavioral and connectivity characteristics across your platform's mapped tracking phone numbers. This gives visibility into call health metrics for campaigns mapping buyers to sellers.

To learn more advanced features that you can use with call tracking, see Voice call tracking.

You can use the feature in this guide to dissect global carrier connections, tracing signaling events and payload delivery quality as traffic moves over local public networks.

To learn more advanced features that you can use with PSTN connectivity, see Voice PSTN connectivity.

You can use the feature in this guide to get insights whenever you capture the audio of your outbound calls for AI-driven analysis. By recording the call, you can send raw audio to machine learning models for real-time transcription, sentiment analysis, or automated post-call summarization.

To learn more advanced features that you can use with AI or ML transcription, see Voice AI and ML transcription.

Explore the following guides to build on what you've learned in this guide:

• Use the Call Insights dashboard for a comprehensive overview of your voice communications performance.
• View the Call Summary to view call metadata, connection parameters, and quality indicators for every call.
• Use the Conference Insights dashboard to monitor and analyze the quality of your conference calls.
• View the Conference and Participant Summary to view metadata, connection parameters, and quality indicators for conference calls and participants.
• Voice Insights FAQs to troubleshoot issues with Voice Insights.
• Check out our free, self-paced Online Course for Voice Insights Fundamentals on the Twilio Training platform.

Find reference documentation for the topics on this page.

• Account Report resource
• Call Annotation resource
• Call Insights API overview
• Call Insights Event resource