Call Analytics and Agent Performance — NeuronLens

NeuronLens analytics gives operations teams, sales managers, and QA leads a unified view of everything happening across your contact center — in real time and historically. Every processed call contributes to a continuously updated data set: call volumes by campaign and agent, sentiment and intent distributions, QA score trends, and flags for missed revenue and compliance risk. You query this data through the dashboard or the analytics API, and you can slice it by any combination of date range, campaign, agent, language, or disposition.

Dashboard Overview

The NeuronLens dashboard is the primary interface for non-technical users. It opens on a summary view showing key metrics for your selected time range and lets you drill down to individual calls, agents, or campaigns. Every chart and metric in the dashboard is also available via API, so you can pull the same data into your own BI tools or data warehouse.

Call Volume Trends

View daily, weekly, or monthly call volumes broken down by campaign, agent team, or language. Spot drops or spikes instantly.

Sentiment Distribution

Track the ratio of positive, neutral, and negative calls over time — by agent, campaign, or your entire operation.

Intent Breakdown

See how customer intents are distributed: interested, callback, not interested, complaint, escalation, and custom intent labels.

Agent Leaderboards

Compare QA scores, sentiment outcomes, and compliance pass rates across agents and teams. Identify top performers and coaching targets.

Metrics Available

Call Volume
Sentiment
Intent
Revenue & Risk

Metric	Description
Total calls	All calls submitted for processing in the period
Connected calls	Calls with a live conversation (filtered from no-answers and drops)
Average duration	Mean call length in seconds
Calls by campaign	Volume broken down per Neuron campaign or uploaded batch
Calls by agent	Per-agent call counts for productivity tracking
Calls by language	Distribution across language codes — useful for staffing decisions

Metric	Description
Positive rate	Percentage of calls with overall positive sentiment
Neutral rate	Percentage of calls with neutral sentiment
Negative rate	Percentage of calls with negative sentiment — flag for review
Sentiment trend	Day-over-day sentiment change — useful for detecting campaign or script issues
Per-agent sentiment	Which agents consistently produce positive or negative outcomes

Intent Label	Description
`interested`	Customer expressed clear interest in the product or offer
`callback_agreed`	Customer asked to be called back at a specific time
`not_interested`	Customer declined or disengaged
`complaint`	Customer raised a grievance or expressed dissatisfaction
`escalation`	Customer requested a supervisor or threatened action
Custom intents	Define additional intent labels for your specific product or campaign

Flag Type	Description
Missed cross-sell	Agent did not offer a relevant add-on product when the opportunity was present
Missed upsell	Agent did not upgrade the customer when they showed buying signals
Compliance risk	Call contains a regulatory or policy violation — see Compliance docs
Escalation risk	Call ended with unresolved escalation language
Churn signal	Customer expressed intent to cancel or switch

Querying Analytics via API

Call-Level Analytics

curl "https://api.vinfer.ai/v1/analytics/calls?from=2024-01-01&to=2024-01-31&group_by=agent" \
  -H "Authorization: Bearer YOUR_API_KEY"

Response Structure

{
  "period": {
    "from": "2024-01-01",
    "to": "2024-01-31"
  },
  "group_by": "agent",
  "results": [
    {
      "agent_id": "ag_001",
      "agent_name": "Priya Mehta",
      "total_calls": 412,
      "connected_calls": 389,
      "avg_duration_seconds": 214,
      "sentiment_breakdown": {
        "positive": 0.61,
        "neutral": 0.27,
        "negative": 0.12
      },
      "intent_breakdown": {
        "interested": 0.34,
        "callback_agreed": 0.22,
        "not_interested": 0.29,
        "complaint": 0.08,
        "escalation": 0.07
      },
      "avg_qa_score": 81.4,
      "missed_revenue_flags": 18,
      "risk_flags": 3
    }
  ]
}

integer

Total calls processed for this agent and period.

integer

Calls with an actual conversation — excludes unanswered, dropped, and voicemail calls.

number

Mean call duration in seconds for connected calls.

object

Proportion of calls in each sentiment category. Values sum to 1.0.

object

Proportion of calls in each intent category. Values sum to 1.0.

number

Average QA score across all scored calls for this agent, on a 0–100 scale.

integer

Number of calls where a cross-sell or upsell opportunity was detected but not acted on.

integer

Number of calls with compliance or policy risk indicators.

Available Filters

Parameter	Type	Description
`from`	date (`YYYY-MM-DD`)	Start of the analysis period
`to`	date (`YYYY-MM-DD`)	End of the analysis period
`group_by`	string	Aggregate by `agent`, `campaign`, `language`, or `date`
`campaign_id`	string	Filter to a single Neuron campaign
`agent_id`	string	Filter to a single agent
`language`	string	BCP-47 language code (e.g., `hi-IN`)
`disposition`	string	Filter by call disposition (e.g., `connected`, `no_answer`)
`sentiment`	string	Filter to calls with a specific overall sentiment
`intent`	string	Filter to calls with a specific intent label

Searching Call History

NeuronLens indexes the full transcript of every processed call. You can search across millions of calls using free text or structured filters.

curl "https://api.vinfer.ai/v1/calls/search?q=EMI+waiver&sentiment=negative&from=2024-01-01" \
  -H "Authorization: Bearer YOUR_API_KEY"

The search endpoint returns a list of matching calls with the relevant transcript segments highlighted, so you can jump directly to the moment in the conversation that matched your query. Use this to:

Investigate specific complaints or escalations at scale
Find calls where a particular product or offer was discussed
Pull examples for agent coaching or training
Audit calls mentioning specific regulatory terms

Agent Coaching Insights

NeuronLens surfaces per-agent coaching recommendations directly in the dashboard under Agents → [Agent Name] → Coaching Insights. For each agent, you see:

Top Missed Opportunities

Calls where the customer showed buying signals (positive sentiment, interest intent) but the agent did not follow through with a cross-sell, upsell, or closure attempt.

Compliance Gap Summary

A breakdown of which compliance checks this agent most frequently fails — for example, not stating the loan disclosure or using informal language in a regulated context.

QA Score Trend

Week-over-week QA score trend so you can see whether previous coaching sessions produced measurable improvement.

Call Examples

Direct links to the specific calls that drove each flag — so coaching conversations are grounded in actual evidence, not anecdote.

Set up weekly analytics reports via the Reports API (POST /v1/reports/schedule) to receive a PDF or JSON summary of key metrics delivered to your inbox every Monday morning — no manual dashboard check required.

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Call Analytics and Agent Performance — NeuronLens

Dashboard Overview

Call Volume Trends

Sentiment Distribution

Intent Breakdown

Agent Leaderboards

Metrics Available

Querying Analytics via API

Call-Level Analytics

Response Structure

Available Filters

Searching Call History

Agent Coaching Insights

​Dashboard Overview

Call Volume Trends

Sentiment Distribution

Intent Breakdown

Agent Leaderboards

​Metrics Available

​Querying Analytics via API

​Call-Level Analytics

​Response Structure

​Available Filters

​Searching Call History

​Agent Coaching Insights

Dashboard Overview

Metrics Available

Querying Analytics via API

Call-Level Analytics

Response Structure

Available Filters

Searching Call History

Agent Coaching Insights