> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reddy.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Custom Configurations
> Personalize reporting and insights to meet your organization's specific needs
Configure AI-generated insights tailored to your workflows. Submit a [request form](https://docs.google.com/spreadsheets/d/1MBJQRCccGWWdW6wrTwIXIZueqwRiuAFx/edit?usp=sharing\&ouid=105820164515144953827\&rtpof=true\&sd=true) to your Reddy Project Manager—we'll fine-tune the prompting and implement.
## Available 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 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 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:**
1. Click "Add Filter" on any dashboard
2. Select call tag or custom data field
3. Choose values to filter by
4. Combine filters for granular analysis
**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.
Custom prompts for analyzing call transcripts.
**How It Works:**
One-click access to common analyses via suggested prompts.
**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
**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.
## How to Request
Open the [Custom Configuration Request Form](https://docs.google.com/spreadsheets/d/1MBJQRCccGWWdW6wrTwIXIZueqwRiuAFx/edit?usp=sharing\&ouid=105820164515144953827\&rtpof=true\&sd=true) and add one row per configuration:
* **Customization Type:** Call Summaries, Call Tags, or Chat Prompts
* **Name:** What to call this insight or tag
* **Product(s):** Which products this applies to (or "All")
* **Permission:** *(Call Summaries only)* Who can view:
* **All Reddy Users (agent included):** Everyone
* **Manager + Admin:** Hidden from agents
* **Admin Only:** Admins only
* **Description:** What you want extracted or tracked
Hide insights from agents when tracking sensitive metrics or internal performance indicators.
Send completed form to your Reddy Project Manager.
Reddy fine-tunes prompting and implements your configurations.
Explore new insights and filters. Send feedback to adjust configurations.