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Open Products → Responder → Drop-off Analysis when this feature is enabled for your team. Drop-off Analysis classifies where a call ended within a configured journey; it does not assume every ended call represents a problem.

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Review the analysis

  1. Select a voice assistant and date range.
  2. Review the phase cards and Dropoff by call phase chart.
  3. Expand a phase to compare its individual journey steps.
  4. Use All steps detail to compare counts and percentages.
  5. In Individual Calls, filter by step, end type, or confidence.
  6. Expand a call to read the classification reasoning, then open its call details when you need the transcript and full context.
End types distinguish Customer Ended, Transferred, Assistant Ended, and Error. Review low-confidence examples and a sample of high-volume steps before changing configuration.

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Configure journey steps

Open Configuration, select the intended voice assistant, and define the steps used to classify hangups. Each step has a name, phase, description, and order. Classification rules appear below the steps, one rule per line. Suggest from assistant prompt can propose steps and rules. Review the preview carefully: applying a suggestion replaces the current editor contents, but nothing is persisted until you click Save. After saving, choose whether to re-analyze existing calls. The save confirmation’s Re-analyze action expands the range to the selected assistant’s full available call history and classifies those calls again from scratch. Choose Not now if you want to validate the configuration on a narrower range first.

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Backfill or re-analyze

  • Run backfill queues eligible calls that do not yet have hangup classification.
  • Re-analyze on the Analysis page clears existing labels in its selected date range and recreates them using the current configuration.
Both actions run in the background and are scoped to the selected voice assistant. Leave the page open to watch live updates, or return later.
Reset removes the saved hangup steps and classification rules for the selected assistant. Export or record the intended configuration before resetting it.
Make one meaningful configuration change at a time, re-analyze a controlled date range, and compare the same phases and calls before expanding the change.