📊Post Call Analysis

This page explains how to get the most of out of campaign analytics.

How to enable Post Call Analysis?

Post Call Analysis in VoiceGenie helps you gain valuable insights from every customer interaction. It is composed of two independent features:

1. Call Insights

2. Webhooks

1. Call Insights:

Call Insights are a set of questions that a VoiceGenie user defines while creating a campaign. After a call concludes, VoiceGenie automatically analyzes the conversation between the assistant and the customer to derive answers to these questions.

If you’ve selected the “Selector” option in the Answer Type, VoiceGenie will use the possible answers provided to determine the most suitable response.

All these insights are displayed in the Call Details section under Campaign Analytics. Each question requires a shorthand, which serves as the column name for easy identification on the analytics page. 💡 Example: If you create a question “Was the customer interested in the product?”, your shorthand could be “interest_level.” This will appear as a column header in your campaign analytics table.

2. Webhooks :

Webhooks act as URL endpoints where VoiceGenie sends call-specific or customer-specific data after each call concludes.

You can add these webhooks in the Actions tab of the assistant page. When creating a campaign and selecting an assistant, you’ll automatically see a list of webhooks associated with that assistant. Alternatively, you can also add webhooks directly while creating a campaign.

Data sent over webhooks includes:

• Default entities

• Any additional entities defined by the user

These webhooks can be used to automate workflows or trigger external actions. For example, you can integrate a Zapier webhook to streamline meeting bookings: Include prompts in your assistant’s script to collect a meeting date/time and email, and set up a Zap (Zapier flow) that receives this data from VoiceGenie — allowing Zapier to handle the rest automatically!

https://app.voicegenie.ai/