Post Call Analysis Overview

Post-call analysis is a powerful feature that automatically analyzes customer conversations after they have ended, helping you derive valuable insights from your calls. We provide several built-in analysis categories, and you can create custom categories to match your specific business needs.

We will not populate custom post-call analysis fields for calls that were not connected or where no conversation took place. Please check whether the field exists before using it.

Analysis Categories

You can extract the following types of data from post-call analysis:

• Boolean (True/False)

  • Simple yes/no determinations
  • Example: Whether the customer is a first-time caller

• Text (String)

  • Detailed textual information
  • Example: Call summaries, action items, or key discussion points

• Number (Numerical value)

  • Quantitative measurements
  • Example: Transaction amounts, call duration, or satisfaction scores

• Selector (Enum)

  • Categorization from a fixed list
  • Example: Issue types, product categories, or resolution status