Post-Call Analysis

Overview

Post-Call Analysis automatically evaluates every call session using AI to:

Assess call quality and agent performance
Extract key insights and action items
Ensure compliance with company standards
Identify training opportunities
Track metrics over time

Best for:

Quality assurance teams
Call center managers
Compliance officers
Training coordinators

How It Works

Call ends
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    ▼
Transcript saved to database
    │
    ▼
Post-call analysis triggered automatically
    │
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AI analyzes transcript using configured form
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Results saved and linked to call session
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Available in Analytics dashboard

Step 1: Configure Analysis Model

Choose Analysis Model

Go to Agent Settings → Post-Call Analysis and select:

Model	Speed	Cost	Best For
GPT-5 Mini ⭐	Fast	$$	Most use cases
GPT-5 Nano	Very fast	$	High volume, simple analysis
Gemini 2.5 Flash	Fast	$$	Google ecosystem
Gemini 2.5 Flash Lite	Very fast	$	Cost-sensitive analysis

Recommended: GPT-5 Mini offers the best balance of accuracy and cost for most quality assurance workflows.

Update via API

PUT /api/post-call-analysis/model/{agentId}
Authorization: Bearer YOUR_API_KEY

{
  "model": "gpt_5_mini"
}

Step 2: Create Analysis Form

Form Fields

Each analysis form contains custom fields that define what the AI should evaluate: Field Types:

Type	Use Case	Example
Text	Open-ended analysis	”Summarize the customer’s issue”
Selector	Multiple choice rating	”Call outcome: Resolved / Partial / Unresolved”
Boolean	Yes/No questions	”Did the agent follow greeting protocol?”
Number	Numeric scores	”Rate professionalism 1-10”

Create Form via Studio

Go to Agent Settings → Post-Call Analysis
Click Add Field
Configure each field:

Field	Description
Name	Internal identifier (snake_case)
Description	What to evaluate
Type	Text, Selector, Boolean, or Number
Options	For Selector type: available choices
Required	Must this field be completed?
Order	Display order in results

Click Save Form

Example Form: Customer Support QA

[
  {
    "name": "call_summary",
    "description": "Briefly summarize the customer's issue and how it was resolved",
    "type": "text",
    "optional": false,
    "order": 1
  },
  {
    "name": "call_outcome",
    "description": "How was the call resolved?",
    "type": "selector",
    "options": [
      "Fully Resolved",
      "Partially Resolved",
      "Unresolved - Escalated",
      "Unresolved - Follow-up Required"
    ],
    "optional": false,
    "order": 2
  },
  {
    "name": "agent_professionalism",
    "description": "Rate the agent's professionalism and tone",
    "type": "number",
    "optional": false,
    "order": 3
  },
  {
    "name": "followed_protocol",
    "description": "Did the agent follow the greeting and closing protocol?",
    "type": "boolean",
    "optional": false,
    "order": 4
  },
  {
    "name": "empathy_shown",
    "description": "Did the agent demonstrate empathy for the customer's situation?",
    "type": "boolean",
    "optional": true,
    "order": 5
  },
  {
    "name": "improvement_areas",
    "description": "Identify specific areas where the agent could improve",
    "type": "text",
    "optional": true,
    "order": 6
  }
]

Create Form via API

POST /api/post-call-analysis/{agentId}
Authorization: Bearer YOUR_API_KEY

{
  "name": "Customer Support QA",
  "description": "Quality assurance evaluation for support calls",
  "type": "text",
  "optional": false,
  "order": 1
}

Step 3: View Analysis Results

Individual Call Results

Go to Analytics → Call Logs
Click on any completed call
View Post-Call Analysis tab
See AI-generated evaluation

Example Result:

{
  "roomName": "agent_123_1705320000_xyz",
  "analysisData": {
    "call_summary": "Customer called about delayed order #ORD-12345. Agent checked system, identified shipping delay, and arranged expedited replacement. Customer satisfied with resolution.",
    "call_outcome": "Fully Resolved",
    "agent_professionalism": 9,
    "followed_protocol": true,
    "empathy_shown": true,
    "improvement_areas": "Agent could have proactively offered compensation for the inconvenience."
  },
  "createdAt": "2024-01-15T10:35:00Z"
}

Aggregate Analytics

Go to Analytics → Quality Scores to see:

Average scores by metric
Trends over time
Agent performance comparison
Common improvement areas
Compliance rates

Advanced Features

Drag-and-Drop Field Ordering

In Studio:

Go to Agent Settings → Post-Call Analysis
Drag fields to reorder
Changes save automatically
Order updates for all future analyses

Multiple Analysis Forms

Create different forms for different call types: Example Setup:

Sales Agent
├── Lead Qualification Form
├── Demo Call Form
└── Follow-up Form

Support Agent
├── Technical Issue Form
├── Billing Inquiry Form
└── Escalation Form

Custom Analysis Models

For specialized needs, use custom models: Use Cases:

Industry-specific compliance (HIPAA, PCI-DSS)
Multi-language analysis
Sentiment analysis for specific demographics
Custom scoring algorithms

Contact support for custom model setup.

API Reference

List Analysis Forms

GET /api/post-call-analysis/{agentId}

Response:

{
  "success": true,
  "fields": [
    {
      "id": "field_abc123",
      "name": "call_summary",
      "description": "Summarize the customer's issue",
      "type": "text",
      "optional": false,
      "options": [],
      "order": 1,
      "createdAt": "2024-01-10T09:00:00Z"
    }
  ]
}

Create Field

POST /api/post-call-analysis/{agentId}
Authorization: Bearer YOUR_API_KEY
Content-Type: application/json

{
  "name": "customer_satisfaction",
  "description": "Rate overall customer satisfaction",
  "type": "number",
  "optional": false,
  "order": 1
}

Update Field

PUT /api/post-call-analysis/{agentId}
Authorization: Bearer YOUR_API_KEY
Content-Type: application/json

{
  "fieldId": "field_abc123",
  "name": "customer_satisfaction_score",
  "description": "Rate customer satisfaction (1-10)",
  "type": "number",
  "optional": false,
  "options": [],
  "order": 1
}

Delete Field

DELETE /api/post-call-analysis/{agentId}?fieldId={fieldId}
Authorization: Bearer YOUR_API_KEY

Get Analysis Results

GET /api/post-call-analysis/results/{agentId}
Authorization: Bearer YOUR_API_KEY

Query Parameters:
- roomName: Filter by specific call
- startDate: Filter by date range
- endDate: Filter by date range
- limit: Number of results (default: 20)

Response:

{
  "success": true,
  "results": [
    {
      "id": "result_xyz789",
      "roomName": "agent_123_1705320000_xyz",
      "analysisData": {
        "call_summary": "...",
        "call_outcome": "Fully Resolved",
        "agent_professionalism": 9
      },
      "createdAt": "2024-01-15T10:35:00Z"
    }
  ]
}

Use Cases

Quality Assurance

Automatically evaluate every call for compliance with company standards. Identify agents needing coaching.

Compliance Monitoring

Ensure regulated industries (healthcare, finance) meet compliance requirements. Generate audit reports.

Training & Coaching

Identify common mistakes and improvement areas. Create targeted training programs.

Customer Insights

Extract recurring issues, sentiment trends, and customer pain points from call data.

Performance Metrics

Track agent performance over time. Set benchmarks and measure improvement.

Risk Management

Flag problematic calls for review. Identify potential legal or PR risks early.

Best Practices

Writing Effective Analysis Fields

Be Specific

❌ “Rate the call quality” ✅ “Did the agent actively listen and acknowledge the customer’s concerns?”

Use Clear Scales

❌ “Rate professionalism 1-10” (undefined) ✅ “Rate professionalism: 1=Rude, 5=Neutral, 10=Exceptionally polite”

Keep It Focused

Limit to 5-10 key metrics. Too many fields increase analysis time and cost.

Include Action Items

Always have a text field for “Improvement areas” or “Action items” to get actionable feedback.

Analysis Frequency

Use Case	Recommended Frequency
Quality Assurance	100% of calls
Compliance	100% of calls
Training	10-20% random sample
Customer Insights	100% of calls
Performance Reviews	All calls + monthly summary

Cost Optimization

Tips:

Use GPT-5 Nano for high-volume simple analysis
Analyze only completed calls (skip abandoned/failed)
Limit text fields to 200 words max
Batch analysis during off-peak hours (coming soon)

Troubleshooting

Analysis is taking too long

Problem: Analysis typically takes 10-30 seconds per call. If longer:Solutions:

Reduce number of fields
Use faster model (Nano or Flash Lite)
Shorten text field descriptions
Check if transcript is very long (>30 min call)

Analysis results are generic or unhelpful

Problem: Field descriptions are too vague.Solution: Be more specific:

❌ “Rate the agent”
✅ “Rate how well the agent explained the solution in simple terms”

Some fields are empty in results

Problem: Optional fields may be skipped if AI can’t determine answer.Solution:

Make critical fields required (optional: false)
Improve field descriptions
Add examples to descriptions

Analysis cost is too high

Solutions:

Switch to cheaper model (Nano or Flash Lite)
Analyze sample instead of 100% of calls
Reduce number of text fields (most expensive)
Shorten analysis prompts

Next Steps

Create Analysis Form

Set up your first quality assurance evaluation form.

View Analytics

See aggregated quality scores and trends.

Export Reports

Download analysis results for external reporting.

​Overview

​How It Works

​Step 1: Configure Analysis Model

​Choose Analysis Model

​Update via API

​Step 2: Create Analysis Form

​Form Fields

​Create Form via Studio

​Example Form: Customer Support QA

​Create Form via API

​Step 3: View Analysis Results

​Individual Call Results

​Aggregate Analytics

​Advanced Features

​Drag-and-Drop Field Ordering

​Multiple Analysis Forms

​Custom Analysis Models

​API Reference

​List Analysis Forms

​Create Field

​Update Field

​Delete Field

​Get Analysis Results

​Use Cases

Quality Assurance

Compliance Monitoring

Training & Coaching

Customer Insights

Performance Metrics

Risk Management

​Best Practices

​Writing Effective Analysis Fields

Be Specific

Use Clear Scales

Keep It Focused

Include Action Items

​Analysis Frequency

​Cost Optimization

​Troubleshooting

​Next Steps

Create Analysis Form

View Analytics

Export Reports

Overview

How It Works

Step 1: Configure Analysis Model

Choose Analysis Model

Update via API

Step 2: Create Analysis Form

Form Fields

Create Form via Studio

Example Form: Customer Support QA

Create Form via API

Step 3: View Analysis Results

Individual Call Results

Aggregate Analytics

Advanced Features

Drag-and-Drop Field Ordering

Multiple Analysis Forms

Custom Analysis Models

API Reference

List Analysis Forms

Create Field

Update Field

Delete Field

Get Analysis Results

Use Cases

Best Practices

Writing Effective Analysis Fields

Analysis Frequency

Cost Optimization

Troubleshooting

Next Steps