Call Analytics: Sentiment on Your Calls
Call Analytics reports how your calls felt to the caller rather than just counting them. This guide covers the filters, what analyzed channels means, the sentiment charts and the per-number table, how to export it, and how to read AI sentiment without drawing the wrong conclusions.
What Call Analytics does
Call Analytics reads your calls and reports how they felt to the person on the other end. Instead of counting calls, it tells you whether they went well.
Open it from the left sidebar: expand Analytics and click Call Analytics.
Set what you are looking at
- Set From date and To date.
- Choose an Extension, or leave it on All extensions.
- Click Search. Reset clears the filters.
The numbers at the top
- Total Calls — calls in the period.
- Analyzed Call Channels — how many were actually analyzed. This is usually lower than total calls, and comparing the two tells you how much of your activity the sentiment figures really cover.
- Positive, Neutral and Negative Sentiment — the split across analyzed calls.
The charts and the table
- Sentiment Overall — the mix across the whole period.
- Sentiment by Quarter — the trend over time, which matters more than any single week.
- Sentiment by Number — a table showing, per local number, the quantity of calls, the positive, neutral and negative counts, an overall sentiment and the categories detected.
That last table is the useful one for a business with several numbers: it shows whether a particular line is where the difficult calls land.
You can Copy the table or export it as Excel, CSV, PDF or Print.
Reading it honestly
The screen states plainly that sentiment is analyzed automatically per call channel by AI and may contain errors. Treat it accordingly:
- Use it to find patterns, not to judge individuals. A run of negative calls on one number is a signal worth investigating. A single negative call is not evidence of anything.
- Listen before concluding. If a call is marked negative, the recording is the truth; the label is a pointer.
- Expect negative on some calls that went fine. A customer describing a problem sounds negative even when your team handled it perfectly.
- Watch the trend. Sentiment sliding over several weeks is the finding. Week-to-week noise is not.
What it costs
Call analysis is AI work and is paid from your AI Wallet. See Understanding Your AI Wallet.
FAQ
Q: Why are fewer calls analyzed than I made?
A: Only analyzed call channels produce sentiment. The two figures at the top let you see the difference.
Q: Can I check one person's calls?
A: Yes, using the Extension filter — though the caution above about judging individuals applies.
Q: Can I get the data out?
A: Yes. Copy, Excel, CSV, PDF or Print.
Q: How accurate is it?
A: It is automatic AI analysis and can be wrong. Use it to decide what to look at, not what to conclude.
Need help?
Call/Text/WhatsApp: (833) 966-4835
Email: info@zonitel.com