Post Call Analysis

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Overview

Post-call analysis is a feature that allows you to analyze calls after they have ended. We provide several built-in analysis categories, and you can also customize your own.

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Step 1: Create an Analysis Category

In the dashboard, navigate to the “Post-Call Analysis” tab to create a new analysis category.

We offer four types of analysis categories:

1. Text
2. Selector
3. Boolean
4. Number

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Examples

1. If you find the default agent call summary doesn’t satisfy your needs, you can create a new analysis category with type Text and name it “detailed_call_summary”.

   • Description: “Provide a detailed summary of the call so that when the call is transferred, the new human agent has the full context.”
   • Format Example: Provide an example of how the output of this analysis category should look.

2. To analyze whether the customer is a new or existing customer, create a new analysis category with type Boolean and name it “is_new_customer”.

   • Description: “Indicates whether the customer is new or existing.”
   • Format Example: Provide an example of how the output of this analysis category should look.

3. To determine if the customer was transferred to a human agent, create a new analysis category with type Boolean and name it “is_transferred”.

   • Description: “Indicates whether the call was transferred to a human agent.”
   • Format Example: Provide an example of how the output of this analysis category should look.

4. To analyze the transaction amount for the customer, create a new analysis category with type Number and name it “transaction_amount”.

   • Description: “The transaction amount for the customer.”
   • Format Example: Provide an example of how the output of this analysis category should look.

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Step 2: Consume the Analysis Result

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Method 1: Dashboard History Tab

You can view the analysis results in the dashboard history tab.

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Method 2: Webhook

The webhook will be triggered when the call ends, and the payload will contain the analysis results.

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Method 3: Get Call API

You can also use the Get Call API to retrieve the analysis results.