> ## 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.

# Analyze call drop-off

> Find where callers leave the Responder journey and safely update its classification steps.

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.

## 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.

## 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.

## 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.

<Warning>
  **Reset** removes the saved hangup steps and classification rules for the selected assistant. Export or record the intended configuration before resetting it.
</Warning>

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.