> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand call metrics

> Read the call and Call Flows metrics, compare populations correctly, and use drill-downs to validate a number.

Open **Analytics → Metrics** to review the definitions available to your team. On a Calls or Call Flows page, use a metric card's information control to see its current calculation and definitions.

<Note>
  The dashboard can show a different set of metric cards by team, role, product surface, or rollout. Use the definition shown with the metric you are viewing.
</Note>

## Start with the population

Before comparing rates, identify the denominator:

* **Total Calls:** every call in the selected date range and filters
* **True Interactions:** Total Calls minus silent, spam, telemarketing, and test calls
* **Leads:** calls where the customer had something new to book
* **Contained Calls:** calls Avoca booked or completed without an external transfer, including calls booked before a later transfer
* **Contained Leads:** bookable calls Avoca handled without an external transfer, including calls booked before a later transfer

Two cards can both say “booking rate” while answering different questions.

## Booking metrics

| Metric                                     | What it answers                                                                                                         |
| ------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------- |
| **Raw Booking Rate**                       | What share of all calls ended with a booking?                                                                           |
| **Contained Raw Booking Rate**             | What share of contained calls did Avoca book?                                                                           |
| **Lead Booking Rate**                      | What share of bookable leads booked on the first call, including bookings completed by a human after transfer?          |
| **Contained Lead Booking Rate**            | What share of contained leads did Avoca book, excluding leads transferred without an Avoca booking?                     |
| **Fully Recovered Booking Rate**           | What share of leads eventually booked on the call, after transfer, or through eligible follow-up?                       |
| **Contained Fully Recovered Booking Rate** | What share of contained leads Avoca booked on the call or recovered later, excluding bookings completed after transfer? |

“Contained” narrows the customer journey. “Fully recovered” widens the time horizon. Do not compare those variants without explaining both differences.

For call classification, an offered slot alone is not a confirmed booking. The agent must state a concrete new appointment day, time, or window, and the customer must accept it afterward. Silence, a disconnected call before acceptance, a vague promise to find the first available technician, or acknowledgement of an existing appointment does not qualify. If a total looks unexpected, inspect the transcript for both the agent's offer and the customer's later acceptance.

## Transfer and containment metrics

* **Containment Rate:** calls Avoca booked or handled without an external transfer divided by Total Calls
* **External Transfer Rate:** calls transferred to your team divided by Total Calls
* **Avoca Internal Transfer Rate:** contained calls where an Avoca human agent stepped in, divided by the eligible contained population
* **All Transfer Rate:** calls where Avoca AI initiated an internal or external transfer, divided by Total Calls

An internal handoff to an Avoca human and an external transfer to your team answer different operational questions.

## Volume and quality metrics

Common count cards include:

* Total Calls
* Total Contained Calls
* Leads
* Contained Leads
* Booked Calls
* Contained Booked Calls
* Transferred Calls
* True Interactions
* Silent/Spam Calls
* Unbooked Calls
* Emergency Handled Calls
* Recovered Calls

The **Silent/Spam Rate** compares non-actionable silent, spam, telemarketing, or test calls with the full call population. **Bookable Opportunities** compares Leads with True Interactions.

## Duration, repeat, and operating metrics

Depending on the surface, you may also see:

* Total Duration
* Average Call Duration
* Average Booked Call Duration
* Average Unbooked Call Duration
* Average Time to Availability
* Repeat Calls within seven days
* Pre-call Transfers and Pre-call Transfer Rate
* Estimated Call Spend
* Calls with Tasks Rate

Estimated spend uses configured per-minute assumptions and is not an invoice.

## Use a metric drill-down

When a metric supports it:

1. Apply the date range and page filters.
2. Open the metric's details.
3. Review the numerator, denominator, and excluded records.
4. Open the matching-call drill-down.
5. Inspect representative rows and their call detail.
6. Return to the card without changing filters.

Some Sankey-derived contained populations cannot be represented exactly by a Calls-page filter. The dashboard says when an exact drill-down is unavailable.

## Compare two reports safely

Match all of these:

* Team
* Date range and timezone
* Inbound, outbound, or all-call scope
* Service areas
* Assistants
* Call reasons and bookability buckets
* Transfer and handling filters
* Whether silent/spam calls are included
* Whether recovered bookings are included

<Tip>
  Write comparisons as a complete sentence: “Contained Lead Booking Rate for inbound Responder calls in July,” not simply “booking rate.”
</Tip>

## When a number looks wrong

1. Clear saved or inherited filters.
2. Confirm the page and metric use the same data model; Call Flows and legacy Calls are separate surfaces.
3. Check the definition and denominator.
4. Open matching records where available.
5. Allow for recent call processing or CRM attribution.
6. Compare the same calls, not only the headline total.
7. Preserve the metric name, URL, team, filters, date range, and example call IDs when contacting Support.