> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Agency Analytics & Health Scores
> Monitor client performance with cross-client analytics, conversion funnels, sentiment tracking, and the 6-factor health score algorithm.
## Agency Dashboard Overview
The agency analytics page aggregates data across all your clients into a single view. Navigate to **Agency Portal > Analytics**.
Top-level metrics:
* **Total Calls** — calls handled by all client AI receptionists
* **Total Leads** — leads captured across all clients
* **Total Appointments** — bookings made by all client AIs
* **Revenue** — your agency subscription status and client activity metrics
Use the **date range selector** (7 days, 30 days, 90 days) to adjust the time window.
***
## Revenue Trend Chart
A bar chart showing monthly activity over the past 6 months. Revenue tracking shows your agency subscription status and client activity metrics.
Hover over any bar to see the exact amount and client count for that month.
***
## Client Leaderboard
Two ranked lists help you identify who needs attention:
### Top 5 Performers
Clients with the highest call volume, lead conversion, and health scores. These are your success stories — consider using them as case studies.
### Bottom 5 Needing Attention
Clients with the lowest health scores or declining activity. These need proactive outreach — their AI may be misconfigured, their knowledge base may be incomplete, or they may have stopped forwarding calls.
Set up [usage alerts](/agency/analytics-health#client-usage-alerts) to get notified automatically when a client drops into the "at risk" zone instead of checking manually.
***
## Conversion Funnel
The funnel visualization shows how callers progress through your clients' AI systems:
```
Calls (100%) → Leads Captured (45%) → Appointments Booked (22%) → Completed (18%)
```
Each stage shows the count and conversion rate from the previous stage. This is aggregated across all clients but can be filtered by individual client.
Low conversion between stages indicates specific issues:
* **Calls to Leads is low** — AI is not capturing caller information (check knowledge base and lead capture toggle)
* **Leads to Appointments is low** — AI is not offering bookings (check booking mode in AI config)
* **Appointments to Completed is low** — high no-show rate (enable appointment reminders)
***
## Sentiment Distribution
A breakdown of call sentiment across all clients:
| Sentiment | Meaning |
| ------------ | -------------------------------------------------------- |
| **Positive** | Caller was satisfied, issue resolved, appointment booked |
| **Neutral** | Standard inquiry, no strong sentiment either way |
| **Negative** | Caller was frustrated, issue unresolved, complaint |
Sentiment is analyzed automatically from call transcripts using AI. A high negative percentage across a specific client suggests their AI needs better training or their knowledge base has gaps.
***
## Health Scores
Every client receives a daily health score from 0 to 100, calculated from 6 weighted factors:
| Factor | Weight | What It Measures |
| -------------------- | ------ | ----------------------------------------------------------------------- |
| **Call Volume** | 30% | Number of calls in the last 7 days vs the client's historical average |
| **Lead Conversion** | 20% | Percentage of calls that result in a captured lead |
| **Knowledge Base** | 15% | Intelligence score — category coverage and article quality |
| **Account Activity** | 15% | Recent client engagement — logins, settings changes, and platform usage |
| **Response Rate** | 10% | Percentage of calls answered by AI (vs missed or failed) |
| **Recent Activity** | 10% | Last login date, settings changes, knowledge base updates |
### Health Temperatures
Scores map to four temperature labels:
**80–100**
Active, converting, funded. No action needed.
**60–79**
Performing well. Minor improvements possible.
**40–59**
Declining. Check call volume, KB gaps, or client engagement.
**0–39**
Immediate attention. May be inactive or misconfigured.
Health scores recalculate daily at 2:00 AM ET. The calculation uses a Redis lock to prevent duplicate processing.
***
## Client Usage Alerts
Configure automated alerts so you are notified when clients need attention. Navigate to **Agency Settings > Alert Preferences**.
### Alert Types
| Alert | Default Threshold | What Triggers It |
| ---------------- | -------------------- | ----------------------------------------------- |
| **Low Activity** | No calls in 3 days | Client's call volume drops below your threshold |
| **Inactive** | No calls in 7 days | Client has not received any calls in N days |
| **Usage Limit** | 80% of plan minutes | Client has used N% of their included minutes |
| **Health Drop** | Score drops below 40 | Client's health score falls into Critical range |
### Configuring Alerts
Each alert type has two settings:
* **Enabled/Disabled toggle** — turn the alert on or off
* **Threshold** — the value that triggers the alert (e.g., 3 days for low activity, 7 days for inactive)
### How Alerts Are Delivered
Alerts are checked daily at 9:00 AM ET. All triggered alerts are batched into a single **digest email** sent to the agency owner. Each alert includes:
* Client name and current metric value
* Suggested action
* Direct link to the client's detail page
Each alert type is rate-limited to once per client per 24 hours. You will not receive duplicate alerts for the same client and issue within a day.
***
## CSV Export
Click **Download CSV** on the analytics page to export a spreadsheet containing:
* Client name, email, and plan
* Call count, lead count, appointment count
* Total calls handled, leads captured
* Health score and temperature
* Last activity date
This is useful for monthly reporting, client reviews, or importing into your own analytics tools.