Voice Insights Dashboard

The Insights Dashboard is a powerful aggregation tool that allows users to filter on specific dimensions like call type, timeframe, number prefix, country code, and automatically updates the data visualizations to take into account the filter criteria. Key sections of the Dashboard include the total number of calls placed on Twilio, the average length of those calls, who hung up, call completion rate (ASR), calls with high PDD, and calls whose quality performance may have been impacted by network conditions. Call data can be visualized in a number of ways for each metric, and calls can be exported to .csv.

The user experience of voice communication is measured by two key components - call connectivity and audio quality. Connectivity issues can originate from the user’s handset, the last mile link between their phones and the cell tower, their carrier network, or from within Twilio’s network. Congestion, spotty coverage, handoff failures and numerous other issues could prevent you from reaching your users, or cause connected calls to drop. Voice Insights Connectivity dashboards enable you to rapidly identify connectivity problems by giving you real-time visibility into four key metrics:

1. Connection Rate: The percent of total calls that reached the destination. Canceled and failed calls are excluded from this calculation.
2. High Post Dial Delay (PDD): Calls where the number of seconds elapsed between dialing the last digit of the phone number and the start of ringing exceeds local thresholds. High PDD can sometimes be reported as "dead air", "one way audio", or even "dropped calls".
3. Network Affected: Percentage of calls adversely affected by poor network quality. Issues that indicate poor network quality include: packet loss, jitter, and latency.
4. Who Hung Up: Breakdown of calls in which the SIP BYE message was received from the caller or callee. The BYE message signals the termination of an answered call. Calls that have not been answered will not have a BYE, so they will be excluded from the results.

Start by selecting the filters as shown below.

Filters

1. Account View Selection: Parent Account Only. Allows for toggling between Account and Subaccount Dashboards.

2. Time Range Picker: Choose from the various call types that can occur on the Twilio platform.

3. Filter Builder: You can narrow down the metrics you are viewing by choosing to view the data for a specific phone number, number prefix, country, device type, and users' carrier network. The applicable values are listed below.

Historical Trends

Our trends graphs show comparisons of call volume and average length of call (ALOC) for the selected time frame. Call volume and ALOC are classic telecom metrics and changes in these should be investigated closely; for example, a very common pattern when a quality problem is introduced is the number of calls to increase, while the ALOC goes down. This is due to people being unsatisified with the quality of their experience, ending the call early, and placing another call (or calls) in an attempt to get an acceptable experience. You can also select-to-zoom on these graphs for greater detail.

Connection Rate

Connection Rate allows you to filter by call state.

The Voice Insights account-level dashboards provide trends on the following metrics:

Who Hung Up

Call Logs View

The call logs view helps you drill down into a subset of calls with specific issues. To get to the call logs, click on the phone icon towards the right of the screen as shown below. Up to 2000 results can also be exported to a comma-separated value file.