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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.