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1

Navigate to Post Call Extraction

Open the agent editor and expand Post call extraction. For a conversation flow, select Global settings first. Select Add, then choose a field type. On a chat agent, the section is named 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.

2

Choose Analysis Category Type and Configure

Select the type of analysis that best fits your needs:

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Boolean Analysis

Use for simple yes/no determinationsExample configuration:
  • Name: user_reached
  • Description: Was the user reached or not? Set to false if voicemail is detected, if you are only asked for the reason of the call, or if you are only asked to leave a message. Otherwise, set to true.

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Text Analysis

Use for extracting detailed textual informationExample configuration:
  • Name: 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: “Customer called about billing issue. Resolved by explaining the recent price changes. Follow-up needed in 2 weeks.”

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Number Analysis

Use for extracting numerical valuesExample configuration:
  • Name: purchase_intent_amount
  • Description: Extract the dollar amount the customer is interested in spending

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Selector Analysis

Use for categorizing from predefined optionsExample configuration:
  • Name: issue_category
  • Description: Categorize the main reason for the call.
  • Choices Example: [“Technical Support”, “Billing Question”, “Sales Inquiry”, “Product Information”]
Please note that you should write the explanation of the choices inside the description field. The choices should only contain the individual choice.