Field types can be customized to provide an in-depth analysis of call quality and handling. These fields are crucial components of the analysis dashboard for Call Insights.
Managing Fields
Adding or Modifying Fields
You can add, modify, or edit fields in Phones > Call Insights.
For detailed instructions on creating new AI insights, refer to this documentation.
Field Types
These are the different types of input you can use for Call Insight items:
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Number: Outputs a numerical value.
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Text: Outputs plain text.
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Range: Allows you to define a minimum and maximum value.
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Enum: Provides a list of options; the list must be separated by commas.
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Boolean: Outputs either
trueorfalse.
Example Fields for Your Organization
Below is a table of example fields that you can use to customize your Call Insights configuration:
| Name | Type | Description |
|---|---|---|
| Accurate Greeting Followed | Boolean | Determines whether the operator's greeting matches the transcript. |
| Caller's Name Asked | Boolean | Checks if the operator asked for the caller's name at the start of the call. |
| Caller's Name Used | Boolean | Verifies if the operator used the caller's name to address them. |
| Professional Tone | Boolean | Assesses whether the operator maintained a friendly, professional tone. |
| Rude | Boolean | Indicates if the operator was rude or sarcastic. |
| Active Listening | Boolean | Checks if the operator demonstrated active listening skills. |
| Paraphrasing | Boolean | Determines if the operator used paraphrasing to confirm the caller's intent. |
| Vocalized Pauses | Number | Counts the number of vocalized pauses by the operator. |
| Empathy | Boolean | Evaluates if the operator used empathetic language. |
| Message Taking | Enum | Ensures the operator repeated back names, numbers, or key information. |
| Call Transfer | Enum | Verifies if the operator checked contact availability before transferring. |
| Hold Permission | Boolean | Checks if the operator asked for permission to place the caller on hold. |
| Information Request | Enum | Ensures responses do not contradict the caller's questions. |
| Resolved | Boolean | Confirms whether all caller requests were resolved. |
| Profile Instructions Followed | Boolean | Assesses compliance with instructions in the information field. |
| Call Ending | Boolean | Checks if the operator thanked the caller and used an appropriate closing. |
| Overall Score | Range | Rates the operator's handling of the call on a scale of 0 to 100. |
| Improvement | Text | Provides suggestions for improvement based on the call handling. |
Use these field types and examples to create tailored insights that align with your organization’s priorities.