Custom Configurations

AI-generated insights created for every call.What You Get:

Default Coaching Feedback: Standard coaching delivered to agents after every call
Default Call Summary: 2-3 sentence call overview
Custom Insights: Unlimited additional summaries for your business needs

Examples:

Top 3 areas of improvement and agent strengths
Customer issues and resolution paths
Policy adherence or compliance concerns
Sales data or upsell opportunities
Role-specific feedback (agent, manager, executive)

Custom call summaries showing coaching feedback, areas of improvement, strengths, and call summary sections

Custom insights (beige boxes) can be configured per product or company-wide. Generated fresh for every call.

AI tags that categorize calls based on transcript analysis and QA scores.How It Works: Tags scan transcripts and scores to label key call attributes. Each tag becomes a filterable dashboard category.Examples:

Objection Theme: Customer objection type (Customer Service, Price, Product Quality)
Manager Alert: Calls requiring management attention (profanity, failed objection handling, policy violations)
Disposition: Call outcomes (Sale, No Service, Upsell Opportunity, Complaint)
Compliance Issue: Policy adherence or violations

Call tags section showing Manager Alert and Objection Theme tags on call details page

Call tags and custom data fields become filterable dashboard categories.Filter Options:

Call Tags: Manager Alert, Objection Theme, Disposition, Compliance Issue
Custom Data: Business units, product categories, customer segments, KPIs

How to Use:

Click “Add Filter” on any dashboard
Select call tag or custom data field
Choose values to filter by
Combine filters for granular analysis

Dashboard filter interface showing call tag categories and filtered results

Example Combinations:

“Objection Theme: Customer Service” to coach on service objections
“Manager Alert: True” to review escalation-worthy calls
“Manager Alert: True” + “Compliance Score > 75%” to find calls with high scores but broken rules
“Business Unit: Sales” + “Call Tag: Upsell Opportunity” for targeted enablement

After filtering, use “Chat with Selected” to analyze patterns across the subset.

Real-time context summaries for agents during calls or simulations.What It Provides:

Caller details (name, email, address)
Brief call summary with copy-to-clipboard

Benefits: Faster issue resolution without navigating away from the call.

Call summary panel showing key customer details

Custom prompts for analyzing call transcripts.How It Works: One-click access to common analyses via suggested prompts.

Chat interface showing suggested prompts for analyzing call transcripts

Examples:

“What were the customer’s main concerns, and how did the agent respond?”
“Why did the customer call?”
“How was the call resolved or addressed?”
“What went well, and what could be improved?”
“Extract all product mentions and customer sentiment”
“Summarize compliance adherence across selected calls”
“Identify training opportunities from this week’s calls”

Link calls by customer identifier to view all interactions with the same customer.How It Works:

Calls with matching identifiers are automatically linked
Related Calls button appears in top right corner of call details page when 2+ calls exist for the same customer

Related Calls button in call details page showing linked customer interactions

Benefits:

View complete customer interaction history
Track issue resolution across multiple touchpoints

Customer identifiers are organization-specific and must be configured through your integration or API.

Welcome

IT Operations

Learning and Development

Quality Assurance Setup

Platform Configuration

User Training

Available Configurations

How to Request

Welcome

IT Operations

Learning and Development

Quality Assurance Setup

Platform Configuration

User Training

​Available Configurations

​How to Request

Available Configurations

How to Request