Manage Call Analytics

Call Analytics provides AI-powered call transcriptions with sentiment analysis, giving you valuable insights into your customer conversations.

Administrator Access Required

Only users with Administrator privileges can view call analytics.

Plan Requirement

This feature is available on Professional and Pro Plus plans. AI Analytics must be enabled in Settings > AI Features.

Overview

The Call Analytics page displays a comprehensive table of all call transcriptions with the following information:

Column	Description
From	The caller's phone number
To	The recipient's phone number
Direction	Whether the call was inbound or outbound
Date	Date and time of the call
Duration	Length of the call in minutes and seconds
Status	Processing status of the transcription
Sentiment	AI-detected sentiment of the conversation
Words	Total word count of the transcription
Actions	View the full transcription details

Transcription Status

Each call transcription goes through a processing pipeline. The status column shows:

• Completed - Transcription is ready to view
• Pending - Call is queued for processing
• Downloading - Recording is being downloaded
• Uploading - Recording is being uploaded for processing
• Processing - AI is transcribing and analyzing the call
• Failed - An error occurred during processing

Sentiment Analysis

Commtrix AI analyzes each call and assigns a sentiment label:

• Positive - Indicated by a green smile icon
• Neutral - Indicated by a neutral face icon
• Negative - Indicated by a red frown icon
• Mixed - Contains a combination of sentiments

Sentiment is only displayed for completed transcriptions.

Filtering Calls

Use the Status dropdown filter to view specific call types:

1. Click the Status dropdown at the top of the page
2. Select a status option:
   • All - Show all transcriptions
   • Completed - Show only processed calls
   • Pending - Show calls waiting to be processed
   • Processing - Show calls currently being transcribed
   • Failed - Show calls that encountered errors

Viewing Transcription Details

To view the full transcription and analysis for a completed call:

1. Find the call in the table
2. Click the eye icon in the Actions column
3. A modal will open displaying:
   • Call metadata - Sentiment, duration, and word count
   • Summary - AI-generated summary of the conversation
   • Full Transcription - Complete text with speaker labels
   • Sentiment Details - Breakdown of positive, neutral, and negative segments

Enabling AI Analytics

If AI Analytics is not enabled for your company:

1. Navigate to Settings > AI Features
2. Enable the AI call transcription option
3. Save your changes

Once enabled, new calls will automatically be transcribed and analyzed. :::