Analytics

What the calls added up to: how many, how long, how they ended, what they cost, and what callers thought. Two endpoints — one for totals over a window, one for the same numbers as a series you can plot.

The overview

GET/v1/analytics/overview

Shell

curl -s "https://voice.sphoro.com/v1/analytics/overview?from=2026-09-01&to=2026-09-08" \
  -H "Authorization: Bearer $SPHORO_API_KEY"

Response200 OK

{
  "from": "2026-09-01",
  "to": "2026-09-08",
  "calls": {
    "total": 4182,
    "inbound": 1204,
    "outbound": 2978,
    "connected": 3106,
    "average_duration_seconds": 84
  },
  "end_reasons": {
    "ended_by_api": 1902,
    "no_answer": 604,
    "voicemail": 288,
    "busy": 104,
    "at_capacity": 41,
    "bad_number": 63
  },
  "cost": { "total": 18240.55, "currency": "INR" },
  "csat": { "responses": 311, "average": 4.3 }
}

Field	Type	Description
`from` optional	date	Start of the window, inclusive.
`to` optional	date	End of the window, inclusive.
`agent_id` optional	string	Restrict to one agent. The slice to use when comparing two prompts.
`project_id` optional	string	Restrict to one cost centre.

As a series

GET/v1/analytics/timeseries

Shell

curl -s "https://voice.sphoro.com/v1/analytics/timeseries?from=2026-08-01&to=2026-09-08&interval=day&metric=calls" \
  -H "Authorization: Bearer $SPHORO_API_KEY"

Response200 OK

{
  "metric": "calls",
  "interval": "day",
  "points": [
    { "at": "2026-08-01", "value": 412 },
    { "at": "2026-08-02", "value": 388 }
  ]
}

The same filters apply. This is the shape for a dashboard, and for the question analytics actually answers best: has it changed, rather than what is it.

The numbers worth watching

Metric	What a change in it means
Connected rate	Falling on outbound is usually the list, not the agent — check `bad_number` and `not_connected` separately, because they are different problems.
`at_capacity`	Anything above zero is calls you never placed. Rising over a week is a ceiling you have grown into. See concurrency.
Average duration	A sudden drop usually means callers hanging up early, which is a prompt or a greeting problem. A rise means the agent is not closing.
`voicemail`	High on a campaign is a timing problem — you are calling when nobody is there.
Cost per connected call	The number that catches a chain quietly falling through to a more expensive vendor. See vendors.

Split by end_reason before drawing any conclusion about volume. "Calls are down" and "connected calls are down" are different sentences with different causes, and the totals hide which one you have.

Recording what callers thought

CSAT is not collected automatically — you record it, from wherever you actually ask. A follow-up SMS, a form on your site, a rating in your app.

POST/v1/analytics/csat

Shell

curl -s -X POST https://voice.sphoro.com/v1/analytics/csat \
  -H "Authorization: Bearer $SPHORO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"call_id": "'"$CALL_ID"'", "score": 4, "comment": "Sorted it quickly."}'

csat.received fires when one lands, so it can drive your own alerting. Scores are joined to the call, which means they slice by agent and project like everything else — which is the point: "which prompt do people prefer" is answerable.

Per-call detail

Analytics is aggregate. For one call, the record itself carries its duration, end reason, timings, cost and the vendors it used:

GET/v1/calls

Shell

curl -s "https://voice.sphoro.com/v1/calls?agent_id=$AGENT_ID&limit=100" \
  -H "Authorization: Bearer $SPHORO_API_KEY"

For latency specifically, connect_ms and carrier_handoff_ms are the two to read first — see latency.