Retell Platform Skill
Overview
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.
Vocabulary
- 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 —
endedorcompleted(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
Key Metrics for Dashboards
- 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
Event Field Mapping
The Retell import route normalizes call data into the standard event schema. These are the fields that appear in event.state:
| Event Field | Semantic Type | Dashboard Use |
|---|---|---|
| workflow_id | identifier | Maps to agent_id — count only |
| workflow_name | dimension | Maps to agent_name — breakdown charts |
| execution_id | surrogate_key | Maps to call_id — "Total Calls" KPI |
| status | dimension | Success rate percentage — hero stat |
| duration_ms | measure (avg) | "Avg Call Duration" metric card |
| started_at | time_dimension | Timeseries trend axis |
| ended_at | time_dimension | Detail only |
| platform | constant | Always "retell" — skip |
These fields also appear in event.labels:
- agent_id, agent_name, call_id, status
Dashboard Templates
- 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
Mapping Heuristics (Legacy Aliases)
- call_status → status
- agent_id → workflow_id
- agent_name → workflow_name
- call_id → execution_id