Define the Information You Want to Extract

Configure custom post-call analysis fields to extract structured data from every call.

1. Navigate to Post-Call Analysis

   Go to the agent detail page and click the Post-Call Analysis tab.

2. Choose a category type and configure it

   Select the type that fits your data:

   Boolean — Yes/no determinations

   Name: user_reached
   Description: Was the user reached? Set to false if voicemail is detected,
   if only asked for reason of call, or if only asked to leave a message.
   Otherwise set to true.
   

   Text — Detailed textual extraction

   Name: detailed_call_summary
   Description: Provide a detailed summary so that when the call is transferred,
   the new agent has full context.
   Format example: "Customer called about billing issue. Resolved by explaining
   recent price changes. Follow-up needed in 2 weeks."
   

   Number — Numerical value extraction

   Name: purchase_intent_amount
   Description: Extract the dollar amount the customer is interested in spending.
   

   Selector — Categorize from predefined options

   Name: issue_category
   Description: Categorize the main reason for the call. Explain each choice
   in this description field.
   Choices: ["Technical Support", "Billing Question", "Sales Inquiry", "Product Information"]
   

   Write explanations for choices inside the description field. The choices list should contain only the choice labels themselves.