Call Analytics & Reporting

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This Call Reporting feature allows you and your team to measure call trends and gain insights into your locations like never before. With key metrics such as call trends over time, total call time saved, and resolved customer calls.

If you have multiple locations, you can break down reports by individual location or generate a high-level overview of your total call volume. You can also drill down into specific days or custom time ranges.

To access your new Call Reporting feature, simply log in to your Brand Portal at app.kea.ai. On the Brand Overview page, you’ll find a new section called Reporting. Click on the Call Data button to then explore all your call metrics.

Take a look below for helpful tips around each metric and the new Reporting page.

Metrics & Tips

• Data Refresh: Data is updated twice a day around midday and just past midnight EST (12:37pm EST & 12:37AM EST respectively). By default, data is shown for the past 7 days across all locations. Use the date and location filters to refine the results. For brands with multiple locations, utilize the Multi-location option at the top of the Reporting page for a comprehensive view.

• Calls Over Time: Identify call trends to understand peak call times.

• Total Calls: View the total number of calls over a selected period.

• Orders Taken: Track the count of orders taken during the chosen time range.

• Total Call Time (Minutes): See how much employee time has been saved by having the AI handle calls.

• New Callers: The number of unique callers speaking to the AI for the first time within the selected date range.

• Repeat Callers: The number of unique callers who have interacted with the AI previously.

• Average Call Duration (Minutes): The average time per call within the selected date range.

• Forwards to Store: Count of times customers requested to speak directly with the store.

• Orders Taken Over Time: Track order trends from calls over a chosen period.

• Links Sent Over Time: Monitor trends in requested links, including ordering, reservations, catering, feedback, careers, and loyalty programs.

• Forwards Over Time: View trends in call forwards from the AI to the store during a given period.