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The KPI dashboard gives you a high-level view of how Avoca is performing for your team. It surfaces the metrics that matter most for understanding call outcomes, booking efficiency, and transfer behavior.
The KPI dashboard is available in the new Avoca dashboard. If you do not see the KPIs item in your sidebar, contact your Avoca representative to enable it.

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Accessing the KPI dashboard

In the sidebar, navigate to KPIs under the Deploy section. The dashboard displays metrics for your selected date range and filters.

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Key metrics

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Adjusted raw booking rate

The percentage of actionable calls that resulted in a booking. This metric excludes silent calls, spam, and other non-actionable calls, and focuses on Avoca AI-handled calls during business hours to give you an accurate picture of booking performance. Formula: Booked calls / Actionable calls (excluding silent and spam)

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Contained lead booking rate

The percentage of leads that Avoca booked without transferring to a human agent. This metric shows how effectively the AI handles bookings end-to-end. Formula: (Booked calls excluding transferred) / (Bookable calls excluding transferred) x 100

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Transfer rate

The percentage of AI-handled calls that were transferred to a human agent. A lower transfer rate generally indicates the AI is resolving more calls independently. Formula: Transferred calls / Total AI-handled calls x 100

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Avoca AI-handled calls

A dedicated section showing the volume and outcomes of calls handled entirely by the Avoca AI, broken down by result type. Use this to understand what proportion of your total call volume the AI is managing.

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Using the call flow diagram

The Sankey diagram on the Calls page visualizes how calls flow through your system from intake to outcome. You can toggle between two perspectives:
  • Contained view — Shows only calls that were handled entirely by Avoca without transfer.
  • Lead view — Shows all lead calls and their outcomes.
Click any node in the diagram to filter the calls table below to that specific segment. Hover over a node to see a breakdown by call reason.

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Filtering and exporting

All KPI metrics respect your active filters. You can filter by date range, call type, business hours, and other dimensions. Use the Export Data button to download a CSV of filtered call data for further analysis in your own tools. The CSV export includes transfer destination names so you can analyze transfer patterns by destination.
Last modified on April 8, 2026