Call analysis

Know the outcome without replaying the call. Get a summary, quality score and the details you asked for.

#What every call gets

Field	What it is
Summary	A few sentences on what the caller wanted and what happened.
Outcome	The one-word result. See Outcomes and end reasons.
Intent	Why they called, in a few words.
Caller name	Picked up from the conversation and saved to the contact.
Follow-ups	Tasks someone should do, added to your follow-up list.
Quality score	0 to 100 for how well the assistant handled it, with any issues noted.

#Customise it

On the assistant's Analysis tab:

summary_prompttext: How to write the summary, such as "Start with the caller's name and whether they are a new patient."
success_rubrictext: How to judge whether the call went well.
success_scalescore_10 | pass_fail | descriptivedefault score_10: A score from 1 to 10, pass or fail, or a word from excellent to poor.
structuredup to 40 fields: Fields to extract from every call, each with a name, a type (string, number, boolean, enum or date), a description and, for enums, the options.

Structured fields

[
  { "name": "budget", "type": "number", "description": "The buyer's maximum budget in dollars" },
  { "name": "timeline", "type": "enum", "options": ["now", "3 months", "6 months", "later"],
    "description": "When they want to move" },
  { "name": "pre_approved", "type": "boolean", "description": "Has a mortgage pre-approval" }
]

#Where results appear

On the call page's Analysis tab, in GET /calls/{id} and in the call.completed webhook under analysis: success and success_reason from the rubric, scale, and your fields under data.