Deflection analytics for Voice in Maven Insights
See resolution rate, handle time, and containment by call reason — broken out for every Voice deployment.
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. Deflection analytics in Maven Insights breaks resolution down by call reason, not just in aggregate, so you can see exactly where Voice is carrying its weight and where it still needs a human.
Every call is automatically categorized by reason, such as refunds, renewals, cancellations, and fraud alerts, and Insights shows resolution rate, average handle time, and containment side by side for each one. When a call reason is underperforming, that's a signal to refine the Charter behind it, not a mystery buried in an aggregate CSAT score.
Example: proving Voice protects emergency calls for a home services franchise
Picture a restoration or home services franchise network that rolled out Maven Voice to handle the flood of after-hours emergency calls that used to go to voicemail. Corporate can see overall containment climbing, but franchise owners want to know something more specific: is Voice actually helping during a demand surge, or just handling the easy stuff?
Deflection analytics in Insights shows the answer by call reason. Routine appointment scheduling and status check-ins resolve north of 90 percent without a human. Calls about an active emergency, the ones where a customer needs someone dispatched immediately, correctly route to a live agent almost every time. That breakdown lets the ops team prove Voice is reducing the right kind of load while protecting the moments that need a real person immediately, exactly what's needed to show franchisees before expanding it network-wide.
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