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retell

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Original

English
🇨🇳

Translation

Chinese

Retell Platform Skill

Retell Platform Skill

Overview

概述

Retell is a conversational AI platform for building voice agents. Users connect Retell agents to Getflowetic to monitor call quality, track agent performance, and analyze conversation patterns.
Retell 是一个用于构建语音Agent的对话式AI平台。用户可将Retell Agent连接至Getflowetic，以监控通话质量、追踪Agent性能并分析对话模式。

Vocabulary

术语表

  • call: A single voice interaction between a Retell agent and a caller
  • agent: A configured Retell voice agent with an LLM backend and voice
  • call_status: Call outcome — 
    ended
    or 
    completed
    (success) vs other (failure)
  • disconnect_reason: Why the call ended (agent_hangup, user_hangup, error, silence, max_duration)
  • duration_ms: Call length in milliseconds
  • start_timestamp / end_timestamp: Unix timestamps for call timing
  • call：Retell Agent与来电者之间的单次语音交互
  • agent：配置有LLM后端和语音功能的Retell语音Agent
  • call_status：通话结果 —— 
    ended
    或
    completed
    （成功） vs 其他状态（失败）
  • disconnect_reason：通话结束原因（agent_hangup、user_hangup、error、silence、max_duration）
  • duration_ms：通话时长（毫秒）
  • start_timestamp / end_timestamp：通话时间的Unix时间戳

Key Metrics for Dashboards

仪表板关键指标

  • Call Volume: Total calls over time — trend chart on started_at
  • Success Rate: Percentage of calls with successful outcome — hero stat
  • Avg Duration: Average call length in ms — supporting metric card
  • Agent Breakdown: Calls per agent — pie chart on agent_name/workflow_name
  • Disconnect Reasons: Why calls end — pie chart for quality monitoring
  • 通话量：一段时间内的总通话数——基于started_at的趋势图
  • 成功率：成功完成的通话占比——核心统计指标
  • 平均时长：平均通话时长（毫秒）——辅助指标卡片
  • Agent细分：各Agent的通话数——基于agent_name/workflow_name的饼图
  • 挂断原因：通话结束的原因——用于质量监控的饼图

Event Field Mapping

事件字段映射

The Retell import route normalizes call data into the standard event schema. These are the fields that appear in 
event.state
:
Event FieldSemantic TypeDashboard Use
workflow_ididentifierMaps to agent_id — count only
workflow_namedimensionMaps to agent_name — breakdown charts
execution_idsurrogate_keyMaps to call_id — "Total Calls" KPI
statusdimensionSuccess rate percentage — hero stat
duration_msmeasure (avg)"Avg Call Duration" metric card
started_attime_dimensionTimeseries trend axis
ended_attime_dimensionDetail only
platformconstantAlways "retell" — skip
These fields also appear in 
event.labels
:
  • agent_id, agent_name, call_id, status
Retell 导入路由会将通话数据标准化为标准事件架构。以下是出现在
event.state
中的字段：
事件字段语义类型仪表板用途
workflow_id标识符映射至agent_id——仅用于计数
workflow_name维度映射至agent_name——细分图表
execution_id代理键映射至call_id——“总通话数”关键绩效指标
status维度成功率百分比——核心统计指标
duration_ms度量（平均值）“平均通话时长”指标卡片
started_at时间维度时间序列趋势轴
ended_at时间维度仅用于详情展示
platform常量始终为“retell”——可忽略
以下字段出现在
event.labels
中：
  • agent_id、agent_name、call_id、status

Dashboard Templates

仪表板模板

  • voice-analytics: Call volume trend, success rate, avg duration, agent breakdown
  • agent-performance: Per-agent comparison, disconnect reasons, quality metrics
  • quality-monitor: Disconnect reason trends, error rates, duration outliers
  • voice-analytics：通话量趋势、成功率、平均时长、Agent细分
  • agent-performance：各Agent对比、挂断原因、质量指标
  • quality-monitor：挂断原因趋势、错误率、时长异常值

Mapping Heuristics (Legacy Aliases)

映射规则（旧版别名）

  • call_status → status
  • agent_id → workflow_id
  • agent_name → workflow_name
  • call_id → execution_id
  • call_status → status
  • agent_id → workflow_id
  • agent_name → workflow_name
  • call_id → execution_id