Skip to main content
The Analytics Settings section allows administrators to configure how call data is analysed and interpreted. These configurations define what insights are extracted from conversations and how they appear across analytics dashboards and call-level analysis. Administrators can configure:
  • Key words and phrase matching – Detect specific words or phrases in conversations
  • Key Metrics – Categorize calls based on predefined business conditions
  • Call Quality – Monitor call quality signals such as silence
  • AI Call Analytics – Extract deeper insights from conversations using AI
Once configured, these analytics are automatically applied to all processed calls. Configured metrics and indicators are visible in:
  • Dashboard analytics
  • Call listing view
  • Individual call analytics page

​
1. Key words and phrase matching

Key Indicators are used to detect the presence of specific keywords or phrases within call transcripts. These indicators help teams track important signals in conversations, such as compliance statements, payment mentions, or escalation phrases. The system scans transcripts and identifies exact or similar phrase matches.

​
1.1 Adding a Key Indicator

To create a new indicator:
  1. Navigate to Org Settings → Analytics Settings
  2. Select Key Indicators
  3. Click Add Key Indicators
  4. Enter the required information
  5. Click Add

​
1.2 Key Indicator Fields

​
Key Indicator

The name of the indicator you want to track. Example:
  • Payment Mention
  • Escalation
  • Verification Completed

​
Keywords

Keywords define the words or phrases that the system should detect in transcripts.Multiple keywords can be added. Example: 
paid
payment done
already paid
transaction completed

​
Persona

Defines whose speech should be evaluated for the keyword.
Options include:
  • Agent
  • Customer
  • Both

​
Where Key Indicators Appear

Once configured, key indicators appear in:
  • Dashboard analytics
  • Individual call analysis
They help quickly identify whether important phrases occurred during the conversation

​
2. Key Metrics ( Call Classification)

Key Metrics are used to categorize calls based on defined business conditions.
These metrics help classify the intent or outcome of a call. For example:
  • Payment Claimed
  • Complaint Raised
  • Information Request
Key metrics allow teams to analyze conversations at scale and understand the most common call outcomes.

​
2.1 Adding a Key Metric

To create a key metric:
  1. Navigate to Analytics Settings
  2. Select Key Metrics
  3. Click Add Key Metrics
  4. Enter the metric name and prompt
  5. Click Add

​
2.2 Key Metric Fields

​
Key Metric

The category name used to classify calls. Examples:
  • Payment Claimed
  • Payment Pending
  • Dispute Raised

​
Prompt

The prompt defines the logic used to classify the call.
It describes the scenario the system should detect. Example: 
Use this category when the customer clearly states that payment has already been completed.
The system analyzes the transcript and assigns the category if the condition is met.

​
Where Key Metrics Appear

Configured key metrics appear in:
  • Call listing table (Key Metrics column)
  • Dashboard analytics
  • Single call analytics view
They allow teams to quickly understand why the call happened or what the outcome was.

​
3. Call Quality

The Call Quality configuration allows administrators to define thresholds for identifying call quality issues.
Currently, call quality analysis focuses on silence detection.
Calls with excessive silence can be automatically flagged for review.

​
3.1 Configuring Silence Threshold

The Dead Air Threshold defines the maximum allowed silence duration within a call.
If the silence exceeds this duration, the call may be flagged as a potential quality issue.

​
3.2 Steps to Configure

  1. Navigate to Analytics Settings
  2. Select Call Quality
  3. Adjust the Dead Air Threshold
  4. Save the configuration

​
3.3 Example

If the threshold is set to: 
10 seconds
Any silence longer than 10 seconds will be considered dead air.

​
3.4 Where Call Quality Appears

Call quality insights appear in:
  • Call analytics page - Advanced call metrics

​
4. AI Call Analytics

AI Call Analytics enables administrators to define custom AI-powered metrics that extract specific information from conversations. These metrics allow organizations to automatically analyze calls for structured insights. Examples include:
  • Customer intent
  • Call resolution status
  • Issue type
  • Customer sentiment patterns

​
4.1 Adding an AI Analytics Metric

To create a new AI analytics metric:
  1. Navigate to Analytics Settings
  2. Select AI Call Analytics
  3. Click Add Metrics
  4. Enter the metric name and prompt
  5. Click Add

​
4.2 AI Analytics Fields


Metric Name of the metric to extract.
Examples:
  • Call Outcome
  • Customer Intent
  • Escalation Risk

​
Prompt

Defines what the AI should extract from the conversation. Example: 
Identify the main issue the customer is calling about.
The AI analyzes the conversation transcript and generates the required output.

​
4.3 Where AI Analytics Appear

Configured AI metrics appear in: Call Analytics - Displayed in individual call insights.