Call Analysis

Call Analysis uses AI to extract insights from call recordings and transcripts, going beyond what manual review can achieve at scale. Every call can be automatically scored, summarized, and checked for compliance — turning raw conversations into actionable data.

Analysis Features

Call Summaries

AI-generated synopsis of each conversation:

• Key topics discussed during the call
• Outcome summary (sale, callback, not interested, etc.)
• Action items identified for follow-up
• Available in the Recording Center and Contact timeline

Sentiment Analysis

Emotional tone scoring for both parties throughout the call:

• Customer sentiment — positive, neutral, or negative with intensity scoring
• Agent sentiment — professional tone evaluation
• Sentiment arc — tracked over the course of the call to identify turning points
• Useful for identifying escalation moments and coaching opportunities

Compliance Checking

Automated script and regulatory adherence verification:

• Did the agent follow required script sections?
• Were mandatory disclosures made?
• Were prohibited phrases used?
• Compliance score per call with flagged violations

Caution

Compliance checking is an AI-assisted tool, not a legal guarantee. Always pair automated checks with periodic manual audits for regulatory compliance.

Key Moment Detection

AI identifies important conversation events and tags them for review:

• Objections raised by the customer
• Commitments made by either party
• Escalation requests from the customer
• Purchase intent signals indicating readiness to buy
• Callback requests with timing preferences

Lead Scoring

AI-derived priority scores based on multiple signals:

• Conversation engagement level and duration
• Purchase intent signals detected in the transcript
• Historical call patterns for the lead
• Demographic and behavioral data from the CRM

Configuration

Navigate to Admin > AI Settings > Analysis:

Setting	Description
Provider	Select your analysis AI provider
Model	Choose the LLM model for analysis
Features	Toggle which analysis features are active

Supported Providers

Multiple LLM providers are supported, each with different strengths:

Strengths	Best For
Strong general analysis, compliance detection	Quality-focused review
Nuanced sentiment, detailed summaries	Coaching and QA
Fast analysis, structured extraction	High-volume processing
High throughput, cost-effective	Budget-conscious operations
Enterprise deployment, data residency	Regulated industries

Viewing Results

Analysis results appear across the platform:

• Recording Center — alongside the recording player with sentiment graphs, key moments, and compliance scores

• Contact Detail — in the Notes tab as AI-generated summaries and scores
• Reports — aggregated sentiment and compliance metrics across campaigns
• Agent Workspace — real-time call summary available after each call

Best Practices

Tip

• Choose the right model for the job — use faster models for high-volume basic analysis and premium models for detailed compliance checking
• Enable features incrementally — start with summaries, then add sentiment and compliance as you validate quality
• Use analysis results for coaching — sentiment arcs and key moment detection are powerful tools for agent development
• Monitor costs — analysis is typically more expensive than transcription since it uses LLM inference