How to Track Metrics in Conversation AI

Click the blue Conversation AI link to access a complete view of tracked call metrics.

Open any call recording to begin your review. You can press Play to listen or scroll down to jump directly to call metrics and insights.

View detailed metrics, including talk ratio, interruptions, silence, vocabulary usage, and more, to assess call engagement and quality at a glance.

Analyze emotion metrics for each participant to see how sentiment shifted throughout the conversation, from negative to neutral or positive.

You can also access metrics from the dialer by clicking the outbound call task and selecting the number hyperlink. This will take you directly to the conversation details in Salesforce.

From the task, navigate to the custom Revenue.io object labeled Conversation to unlock additional data and analysis.

On the Conversation record, you’ll see a full breakdown of call performance metrics. This includes advanced insights not available from the standard activity view.

Scroll further down the record to explore agent-specific and caller-specific behaviors that shaped the outcome of the conversation.

Review additional data points, such as key keywords mentioned and the total number of questions asked during the call, to gain a quick view into the quality and depth of the conversation.