Monitor call performance and bookings in real time
Track call volume, answer rates, appointments booked, cost per dial, and sentiment — plus full call history with searchable transcripts and recordings.
The Analytics section gives you real-time visibility into how your AI agents are performing across every call and conversation. Rather than surface-level activity counts, Centerfy focuses on the metrics that connect directly to revenue — appointments booked, cost per outcome, and the quality of individual conversations. Every call is recorded, transcribed, and classified automatically so you always have the data you need to improve.
Accessing analytics
Click Analytics (or Call Analytics) in the left sidebar. The dashboard loads with a summary of your account’s call activity for the current date range. Use the date picker at the top to change the reporting window.
Dashboard metrics
The analytics dashboard surfaces the following key metrics:
Count of all calls broken down by direction: inbound, outbound, and web calls.
Percentage of outbound calls that were answered by a live person.
Total appointments scheduled as a direct result of calls handled by your AI agents.
Average cost of each outbound call attempt, based on your usage.
Total call spend divided by the number of appointments booked — your cost-per-acquisition signal.
Breakdown of how calls concluded: ended by the AI agent versus ended by the contact (hang-up).
Additional signals on the dashboard include:
- No-show rate — percentage of booked appointments where the contact did not attend
- Performance trends — day-over-day and week-over-week comparisons for key metrics
- Drop-off detection — identifies patterns where calls end early without a booking
Call history
Click Call History to see a full, searchable log of every call ever made or received on your account. Use the filters to narrow the list:
| Filter | Options |
|---|---|
| Date range | Custom range, today, yesterday, last 7 days, this month |
| Direction | Inbound, outbound |
| Duration | Any range |
| Sentiment | Positive, neutral, negative |
| Agent | Any specific AI agent |
| End reason | Agent hangup, contact hangup, voicemail, no answer, transferred, and more |
Call transcripts and recordings
Click any call in the Call History list to open the call detail view. For each call you can:
- Read the full transcript — every word spoken in the call, formatted and searchable
- Listen to the recording — play back the call directly in the browser, or download the audio file
- Read the AI-generated summary — a short paragraph summarizing what happened in the call, the outcome, and any next steps
- See the conversation outcome — appointment booked, transferred, not interested, or voicemail reached
Sentiment analysis
Centerfy automatically classifies every call as positive, neutral, or negative based on the tone and content of the conversation. Sentiment is visible in the call history list as a color-coded label and can be used as a filter.
Use sentiment data to:
- Identify calls that went poorly and understand why
- Find the conversations that led to bookings and replicate what worked
- Spot patterns in negative sentiment across a particular time period or agent
Exporting data
To export your call history or analytics data, click Export at the top right of the Call History view. The export downloads as a CSV file containing all calls that match your current filter settings, including duration, direction, sentiment, outcome, and transcript availability.