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Post-call analysis automatically analyzes customer conversations after they end, so you can extract insights from your calls. We provide several built-in analysis categories, and you can create custom categories to match your business needs. To follow or step into calls while they’re still in progress, see Live Monitoring.
Post-call analysis dashboard showing various analytics categories and metrics
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.

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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
To score call quality across a sampled set of calls — hallucinations, resolution rate, latency, and more — see AI Quality Assurance. You can also use post-call analysis fields as filters when defining a QA cohort.