Creating AI Insights Fields

Field types can be customized to provide an in-depth analysis of call quality and handling. These fields are crucial components of the analysis dashboard for Call Insights.

Managing Fields

Adding or Modifying Fields

You can add, modify, or edit fields in Phones > Call Insights.

For detailed instructions on creating new AI insights, refer to this documentation.

Field Types

These are the different types of input you can use for Call Insight items:

Number: Outputs a numerical value.
Text: Outputs plain text.
Range: Allows you to define a minimum and maximum value.
Enum: Provides a list of options; the list must be separated by commas.
Boolean: Outputs either true or false.

Example Fields for Your Organization

Below is a table of example fields that you can use to customize your Call Insights configuration:

Name	Type	Description
Accurate Greeting Followed	Boolean	Determines whether the operator's greeting matches the transcript.
Caller's Name Asked	Boolean	Checks if the operator asked for the caller's name at the start of the call.
Caller's Name Used	Boolean	Verifies if the operator used the caller's name to address them.
Professional Tone	Boolean	Assesses whether the operator maintained a friendly, professional tone.
Rude	Boolean	Indicates if the operator was rude or sarcastic.
Active Listening	Boolean	Checks if the operator demonstrated active listening skills.
Paraphrasing	Boolean	Determines if the operator used paraphrasing to confirm the caller's intent.
Vocalized Pauses	Number	Counts the number of vocalized pauses by the operator.
Empathy	Boolean	Evaluates if the operator used empathetic language.
Message Taking	Enum	Ensures the operator repeated back names, numbers, or key information.
Call Transfer	Enum	Verifies if the operator checked contact availability before transferring.
Hold Permission	Boolean	Checks if the operator asked for permission to place the caller on hold.
Information Request	Enum	Ensures responses do not contradict the caller's questions.
Resolved	Boolean	Confirms whether all caller requests were resolved.
Profile Instructions Followed	Boolean	Assesses compliance with instructions in the information field.
Call Ending	Boolean	Checks if the operator thanked the caller and used an appropriate closing.
Overall Score	Range	Rates the operator's handling of the call on a scale of 0 to 100.
Improvement	Text	Provides suggestions for improvement based on the call handling.

Use these field types and examples to create tailored insights that align with your organization’s priorities.