Twilio Changelog | Nov. 29, 2023
Call Annotations Filtering in Voice Insights Dashboard
We previously announced the general availability (GA) of Call Annotations. This release extends the product's capability by enabling the use of annotations as filters within the Voice Insights Dashboard
If you have annotated calls using the Call Annotations API, these can now be visualized in the Voice Insights Dashboard.
Filters include:
Answered By : A way for users to indicate whether the call was answered by a human or not, and a way to provide Twilio performance feedback on Answering Machine Detection.
Spam : A filter for subjective feedback identifying if the call was spam or not.
Call Score : A filter for subjective feedback regarding call score. A range of 1-5 indicates the call experience score.
Connectivity Issues : A filter for subjective feedback regarding call connectivity issues such as low_volume, choppy_robotic, echo, dtmf, latency, owa, or static_noise.
Quality Issues: A filter for subjective feedback regarding call quality issues such as invalid_number, caller_id, dropped_call, or number_reachability.
In addition to gaining insights through these available filters, users can also perform comprehensive trend analysis of the feedback collected. This valuable information can serve as a basis for striving towards continuous improvement and enhancing overall call experience.
Please refer to the docs for more details