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Overview

Post Call Extraction 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 agent editor, expand Post call extraction and select Add to create a category. For a conversation flow, select Global settings first. Chat agents use Post chat extraction.
Post call extraction expanded with Call Summary, Call Successful, User Sentiment, a preferred_language field, and an Add button.

Open Post call extraction to manage fields and add a custom field.

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.