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 — 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

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