What Analytics Does
Analytics turns completed conversations into structured results you can review, report on, and use for improvement. It runs after the conversation ends, using the transcript to evaluate outcomes and extract information. Use Analytics to answer questions such as:- Did the conversation achieve its main goal?
- What information did the customer provide?
- Which topics, objections, or outcomes appeared?
- Which conversations need follow-up or review?
Analytics does not control the agent during the live conversation. To change live behavior, update the agent’s prompt, tools, or call flow settings.
Main Analytics Features
Conversation Goals
Measure whether each conversation achieved the outcomes you care about.
Gather Insights
Extract structured answers, ratings, categories, and data points from each transcript.
Post-Call Automation
Send notifications or follow-up messages using the results of the conversation.
Conversations
Inspect analytics results in context when improving your agent.
Choosing Goals Or Insights
Use Conversation Goals for success metrics and trend reporting. Use Gather Insights for structured fields, categories, ratings, summaries, or review signals from the transcript. For the full comparison and setup examples, see Gather Insights.Analytics Language
Access: Open an agent → Analytics tab → Settings → Analytics Language Choose the language used for analytics results. This affects how the platform writes goal reasoning, insight answers, and post-call reports. For example, choose German if your team reviews results in German, even if callers sometimes speak another language.Analytics Model
Expert Mode Access: Open an agent → Analytics tab → Settings → Analytics Model Choose the model used to evaluate goals and generate post-call analytics.| Option | Cost | When to use |
|---|---|---|
| Default | Included | Most agents and standard reporting |
| Premium | +€0.02/call | More demanding evaluation, nuanced reasoning, or complex insight prompts |
Recommended Setup
Pick the Analytics Language
Choose the language your team should see in goal reasoning, insight answers, and reports.
Create one primary goal
Define the main outcome for the agent, such as booking an appointment, qualifying a lead, or resolving a support issue.
Add key insights
Add a small set of insights for the details you need after each call, such as topic, sentiment, objection, order number, or next step.
Next Steps
Conversation Goals
Define success metrics
Gather Insights
Extract structured results
Post-Call Automation
Send follow-up notifications