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