​

Intelligent Monitoring

At a glance

• Add shared fields under Settings → Outcomes, or agent-specific fields under Post-processing → Custom call outcomes
• Choose a type (Boolean, Text, Number, Category)
• Select Reason to add an optional explanation for each value
• View results in Conversation History and receive them via webhook

​

How it works

• Schema-strict: output always matches the field type you selected.
• No guessing: if a value isn’t clearly supported by the transcript, it’s null.
• Robust to STT: built for speech-to-text imperfections and everyday phrasing.
• Date-aware: the model knows the call’s date, weekday, and local time, so relative wording like “tomorrow” or “next Friday” and dates said without a year resolve against the day of the call.

​

Create a field

1. For a shared field, go to Settings → Outcomes → Create outcome. For an agent-specific field, go to Agents → [agent] → Post-processing → Custom call outcomes → Add.
2. Name the field (use snake_case, e.g., lead_conversion).
3. Pick a Field type.
4. Write clear Instructions (see templates).
5. Save. New calls will be analyzed for this field.

• Boolean (True/False): yes/no or binary states
• Text: short free-form text
• Number: integer or decimal
• Category: one option from a list you define (use labels your team understands)

​

Plan before you add fields

• What decision will this field drive? (reporting, routing, QA, follow-ups)
• Which type is simplest for that decision?
• For Category, define a small, clear option set.
• Keep the Instructions unambiguous and focused on what to extract.
• Confirm downstream systems handle new fields and null safely.

​

Instruction templates (copy/paste)

• Boolean — lead conversion Set to true only if the customer clearly agreed to be contacted again (explicitly or by accepting next steps). Otherwise set to false.
• Category — lost reason Select the single best explanation for why the customer is not proceeding.
  • Choose NO_INTEREST if the customer is no longer interested in the product.
  • Choose PREVIOUSLY_CONTACTED if the customer already been contacted about this topic
  • Choose TOO_EXPENSIVE if the customer expresses reluctance about the price of the product
• Text — follow-up timing Return the agreed follow-up time concisely (e.g., Thursday 09:00).
• Number — quantity requested Return the total number of units requested.
• Text — insurance provider (string example) Return the exact insurance provider the customer says they are a member of (e.g., Insurance A, Insurance B, Insurance C).

• One decision per field.
• Prefer Category over Text when you’ll filter or chart results.
• Include brief examples in the instructions if edge cases exist.
• Remember that the analysis is based on the call transcript and the date and time of the call.

​

Data you’ll receive

{
  "outcomes": [
    {
      "key": "lead_conversion",
      "dataType": "boolean",
      "value": true,
      "reason": "Customer confirmed they want to be contacted."
    },
    {
      "key": "lost_reason",
      "dataType": "category",
      "value": "NO_INTEREST",
      "reason": "Customer explicitly mentioned that they are not planning to buy right now."
    },
    {
      "key": "insurance_provider",
      "dataType": "string",
      "value": "Insurance A",
      "reason": "Customer stated their insurer explicitly."
    }
  ],
  "call_outcome": {
    "lead_conversion": {
      "value": true,
      "reason": "Customer confirmed they want to be contacted.",
      "fieldSchema": {
        "type": "boolean"
      }
    },
    "lost_reason": {
      "value": "NO_INTEREST",
      "reason": "Customer explicitly mentioned that they are not planning to buy right now.",
      "fieldSchema": {
        "type": "string"
      }
    },
    "insurance_provider": {
      "value": "Insurance A",
      "reason": "Customer stated their insurer explicitly.",
      "fieldSchema": {
        "type": "string"
      }
    }
  },
  "call_analysis": {
    "interest": {
      "value": true,
      "details": null
    }
  }
}

• Reason appears only if enabled for that field.
• Fields may be null when the transcript doesn’t clearly support a value.