Analytics · Nivākya Console

Calls handled

41,882

▲ 9.4% vs prior 30 days

Containment (AI-only)

76.1%

▲ 2.8 pts vs prior 30 days

Qualified leads

6,204

▲ 11.2% vs prior 30 days

Pipeline created

£2.41M

▲ £214k vs prior 30 days

Cost per contact

£0.86

▼ 12.4% · human-assisted £6.10

Volume and outcome, 30 days

daily totals · refreshed 04:00 IST 30d

Inbound Outbound Escalated Qualified Right axis: none — all series on one scale, calls/day

Conversion funnel

41,882 attempts → 4,316 closed-won

1. Calls attempted41,882

Inbound + outbound dials placed in windowbaseline

2. Connected34,960

Answered by AI or person · median ring 11s83.5% from prior

3. Verified29,114

Identity or account confirmed before disclosure83.3% from prior

4. Qualified18,742

Fit, authority and intent all captured64.4% from prior

5. Booked / Actioned11,208

Test-drive, consult, renewal or COD confirmed59.8% from prior

6. Closed-won4,316

Deal marked won in CRM within 21-day look-back38.5% from prior

The steepest drop is stage 4 → 5. Callers who qualify but stall are routed to a same-day callback nudge; the 30-day test lifted stage-5 conversion by 4.1 pts.

Theme clusters

mined from 41.9k transcripts

Delivery-date changes4,182 calls

62% positive£318k pipeline influenced

Return & refund policy3,740 calls

41% positive£96k refunded

Promo code not applying3,108 calls

28% positive£142k recovered

Warranty claims2,664 calls

47% positive£88k claims accepted

Subscription upgrade2,410 calls

74% positive£402k new MRR

Store hours & stock2,186 calls

88% positive£54k assisted sales

Billing dispute1,902 calls

22% positive£61k at risk

Appointment rescheduling1,648 calls

69% positive£127k retained

Objection & competitor tracking

win rate = deal won / deal worked

Objection raised	Mentions	Win · AI	Win · human	Delta
Price too high vs competitor	3,914	38%	41%	−3 pts
Contract lock-in length	2,742	44%	47%	−3 pts
Data-security concerns	1,806	61%	58%	+3 pts
Missing feature: bulk export	1,540	33%	39%	−6 pts
Switching cost / migration	1,388	47%	45%	+2 pts
Support responsiveness	1,204	72%	69%	+3 pts
Billing-cycle flexibility	962	55%	57%	−2 pts
Integration with legacy ERP	874	29%	36%	−7 pts

Competitors named on calls: Acme Cloud 1,204 · Northwind 968 · Vertex 742 · legacy in-house build 611. The two negative-delta clusters both trace to gaps in the product FAQ, not to rebuttal skill.

Channel mix

contacts by channel

Inbound Outbound Messaging

Inbound voice	14,820
Outbound voice	5,120
WhatsApp Business	3,980
SMS	2,410
Email	1,860
Web chat	1,140

Attribution model

last-touch +21 day look-back

Every transcript is written back to CRM with the deal stage it advanced. A conversation is credited when it is the last voice or messaging touch before an opportunity moves forward, within a 21-day look-back. Where two agents touch the same deal, the closing conversation keeps the credit and the earlier one is recorded as assisted. Amounts are read from the CRM opportunity, never estimated from the call.

Worked examples

Conversation	Agent	Action taken	Deal	Amount
CNV-48217	qualify-buyer v14	Booked test-drive, Tue 11:00	DL-99213	£28,400
CNV-48190	renewal-nudge v6	Renewed annual, 12% uplift	DL-99188	£14,760
CNV-48044	cod-confirm v9	Confirmed COD, upsell 2 units	DL-99120	£1,240
CNV-47899	triage-clinic v3	Booked consult + labs	DL-99077	£860
CNV-47721	qualify-buyer v14	Disqualified — budget below floor	—	£0

methodAssisted credit is shown separately and never double-counted in pipeline created. Disqualified conversations are logged but never attributed.

Exports

warehouse and stream targets

liveSnowflake

HELIOS.PROD.NVKY_CALL_FACT — incremental merge every 15 minutes, dbt models downstream.

liveBigQuery

helios-analytics.nivakya.events — streaming insert, 4 partitions, 90-day retention.

degradedAmazon S3

s3 bucket helios-nivakya-archive — nightly parquet drop of transcript metadata and call outcomes.

liveWebhook stream

Signed JSON events to your endpoints, at-least-once delivery with replay for 30 days.

on demandCSV bundle

Zipped CSV of the current view, ready for finance and board reporting.

scheduleDigest

Monday 07:00 IST summary to #helios-ops covering all five KPIs and the funnel delta.