Overview

AI Post-Call Analytics (PCA) automatically analyzes completed calls and transforms conversations into structured, actionable insights. It eliminates the need for manual call reviews by providing clear visibility into what happened during a call, how the agent performed, and what follow-up actions are required.

What AI Post-Call Analytics Does

AI PCA leverages advanced AI models to process call recordings and generate meaningful insights, including:

Concise call summaries
Key discussion topics
Customer sentiment analysis
Identified action items and next steps
Agent performance indicators

All insights are generated at the individual call level and are accessible directly within call details.

Key Features

Call Summary

Provides a clear, AI-generated overview of the entire conversation, helping users quickly understand the context of the call.

Subject Extraction

Automatically identifies the primary intent or reason for the call.

Discussion Points

Highlights the major topics and themes discussed during the conversation.

Sentiment Detection

Analyzes customer sentiment and classifies it as positive, neutral, or negative.

Action Items

Identifies follow-ups or commitments mentioned during the call to ensure nothing is missed.

Where to Access PCA Insights

Navigate to Call Logs → Call Details → PCA Section
View insights alongside call recordings and transcripts

Benefits

Reduces time spent on manual call reviews
Enhances agent coaching, quality assurance, and performance tracking
Improves visibility into customer conversations
Enables data-driven decision-making based on real call interactions

Important Notes

PCA insights are generated after the call has ended
Accuracy may vary based on audio quality and supported languages
Feature availability may depend on your subscription plan

Get Started

Unlock AI-powered insights from every call. Contact Support to enable AI Post-Call Analytics for your account.