Deflection analytics for Voice in Maven Insights

Knowing your overall containment rate is a start. Knowing which call reasons your Voice agent resolves at 90 percent, and which ones it barely touches, is what actually tells you where to invest next.

Every call is automatically categorized by reason — refunds, renewals, cancellations, fraud alerts — and Insights shows resolution rate, average handle time, and containment side by side for each one, so teams can refine the underlying agent Charter instead of relying solely on aggregate satisfaction scores.

A home services franchise using Maven Voice for after-hours emergency calls found routine scheduling and status calls resolve above 90% without a human, while emergency dispatch calls correctly route to live agents almost universally — proof Voice handles routine demand while protecting critical customer moments.