Call Intelligence: AI Analysis of Your Calls
Find your way around the dashboard, analyzed calls, coaching, automations, notifications and Discovery Engine.
Call Intelligence turns call transcripts into findings about team performance, customer concerns and follow-up opportunities. Open AI → Call Intelligence to access its dashboard and related screens.
Start with transcription and an analyst
Enable Call Transcription Insights, then configure an Analyst and its phone-number or extension targets. Analysts are AI reviewers; Agents are the people or extensions shown in team reports.
Results depend on the transcript, the analyst's instructions and the available information. Scores, sentiment and sale probability are AI estimates to review in context.
Read your dashboard
Choose the period first. Review call volume and coverage alongside quality and sentiment so you know which calls are represented. Use Needs Attention and the action or follow-up queue to locate items that may need a closer look.
Use Customize to choose the KPIs and widgets shown. Available views include the agent leaderboard, outcomes, sale probability, call types, objections, response quality, follow-up pipeline and recent calls. Showing a widget does not change the underlying call analysis.
Review one call
- Open Calls and choose the date range. Narrow by agent, analyst/bot, rating, call type or follow-up information as needed, then apply the filters.
- Use View detail for the call you want to review.
- Read AI Analysis, compare it with Transcript, and review Coaching Plan. Use the available recording when more context is needed.
Choose the next task
- Agents, Weekly Report and Objections: review patterns and coach the team. See Coach Your Team.
- Automations: create conditions and actions for future matching analysis. See Post-Call Automations.
- Notifications: review rule alerts and record follow-up status.
- Discovery Engine: review call patterns and proposed analysts or rules. See AI Discovery Engine.
If results are missing
Check the date range, transcription status, analyst configuration and selected targets. Allow processing to finish. Review AI Wallet and the AI usage report if processing is unavailable or you need to understand consumption.
Call Intelligence is separate from Analytics → Call Analytics, which provides a different reporting view. Always compare results using the same date range and relevant call set.