Create and Test a Call Intelligence Analyst

Create and Test a Call Intelligence Analyst

A Call Intelligence analyst is an AI reviewer that evaluates call transcripts using instructions you choose. An analyst is different from an Agent, which represents a person or extension in your team reports.

Create your analyst

1. Open AI → Call Intelligence → Analysts and start a new analyst. In Your analyst, enter a name that explains its purpose, such as Customer Service Review.
2. Use Choose a template to browse English or Spanish templates, or write your own Analysis prompt. Review the complete instructions and define what matters for your business. For example, a service call and a sales call should not be judged by the same closing goal.
3. Open Call analysis targets, click Select targets, and choose the phone numbers or extensions this analyst should review. Check the selected targets before clicking Create analyst.

Test a saved analyst

The test panel becomes available after the analyst is saved. Paste a representative sample transcript and run the analysis from that panel. Review whether the result follows your instructions and whether it recognizes missing information. Adjust the prompt, save and compare another sample.

Use a transcript without private customer details when a simple example is enough. Running an analysis is a processing action, so review your account's AI usage and wallet when testing.

Check real results

Open Calls, find an eligible call and use View detail. Compare AI Analysis with Transcript before using the score or recommendation. A result depends on the transcript, selected analyst and prompt; it is not independent proof of what happened.

If no calls appear, check the date filters, selected targets and whether transcription is enabled and has finished. Selecting targets does not prove older calls have been reprocessed.

Related guides: Call Transcription Insights · Call Intelligence overview.