After you send a Voice announcement, the dashboard shows how many users the system attempted to call and how many of those calls reached a live person. These insights help you confirm your message was actually heard and understand any delivery issues.
Building Admins can view both the overall metrics and user-level details.
- Viewing Voice Delivery Metrics
- How to Read the Aggregate Metrics
- How Voicemail Is Counted
- How to Read User-Level Details
- Example Metrics
- What’s Considered Normal
- Troubleshooting Voice Calls
Viewing Voice Delivery Metrics
- Go to the Engage module.
- Select Announcements.
- Open the Sent / Scheduled tab.
- Click the subject line of a voice announcement that has been sent.
- You will see:
- Recipients
- Voice Delivery Data
- A preview of the message
Note: Select any number opens a filtered list of users. From there, selecting View shows details about that individual user.
How to Read the Aggregate Metrics
Recipients
- Selected Recipients: Everyone you chose when sending the voice announcement.
- Users Sent To: Users with a phone number on their directory profile that the system attempted to call.
Voice Call Metrics
Every call is reported as either Answered or No Answer.
- Answered: The call reached a live person. A call is counted as Answered only when a person picks up and the announcement is played to them.
-
No Answer: The call did not reach a live person. This includes calls that:
- Rang without being picked up
- Were picked up by voicemail or an answering machine
- Were declined or sent straight to voicemail
-
Failed / Undelivered: The call could not be placed at all. This can happen if:
- The phone number is invalid or no longer in service
- The carrier blocked the call
- The number cannot receive automated calls
How Voicemail Is Counted
If a call routes to voicemail, it is counted as No Answer. No announcement is left on voicemail, so the user did not receive the message — and the metric reflects that.
Note: This affects reporting only. It does not change how voice announcements are placed or delivered.
How to Read User-Level Details
Each user row shows:
- User Information: Name, tenant, and general contact details.
-
Voice Call Status:
- Answered – A live person picked up and the announcement was played.
- No Answer – The call rang out or was picked up by voicemail. No message was left.
- Failed / Undelivered – The system attempted the call, but it could not be connected.
- Not Sent – The system did not attempt a call to this user, typically because no phone number is on their profile.
Example Metrics
A property sends a voice announcement to 50 users.
- 48 users had a phone number on file and were called
- 12 calls were answered by a live person
- 34 calls rang out or went to voicemail
- 2 calls failed
Answered Rate: 25%
What’s Considered Normal
Answered rates for voice announcements are typically lower than delivery rates for email, push, or SMS. Many users do not pick up calls from unknown numbers, and any call that reaches voicemail is reported as No Answer because no message is left.
For time-sensitive communication, consider pairing voice with another channel using Multi Channel, so users who miss the call still receive the message by SMS, push, or email.
Troubleshooting Voice Calls
Low Answered rate
- Possible reasons:
- Users did not pick up and the call went to voicemail
- Users screen or block calls from unknown numbers
- The announcement was sent outside of business hours
- What you can do:
- Send during hours when users are most likely to answer
- Use Multi Channel so the message also arrives by SMS, push, or email
- Let users know in advance which number your building calls from
A user shows as No Answer but says they never got a call
- The call likely went to voicemail. No announcement is left on voicemail, so there would be nothing for them to find.
- Confirm the phone number on their directory profile is current.
High Failed / Undelivered count
- What you can do:
- Ask users to confirm their phone number is correct in their profile