Call insights

Call insights are an AI reading of a call's transcript: a short summary, the caller's sentiment, coaching notes for the agent, suggested next actions and a suggested disposition. They sit on top of the call register. A call is taken in the softphone, then logged as a call record, and the analysis reads the transcript linked to that record. Agents see the result in the softphone while they are on the call. Supervisors see it in the call details of the supervisor console.

Overview

The analysis needs transcript text. Everything it produces is derived from the transcript linked to the call, plus a little context the platform already has: the call's direction, the calling number, and the contact and account matched to that number.

Important: xMatix's built-in telephony records calls, but it does not transcribe them. A call handled through it has no transcript text, so running the analysis returns "No transcript is available yet for this call." and no real summary, sentiment or coaching. Insights are useful only for calls whose transcript text reaches xMatix. If your organization expects insights on its calls, confirm with your administrator that transcripts are being delivered before relying on them.

When to use it

• During a call, to see sentiment, next best actions and coaching for the conversation, and to get a suggested disposition for wrap-up.
• After a call, when a supervisor reviews a call from the supervisor console, to see what was discussed and how it went without reading the whole transcript.
• In coaching sessions, where the "What went well" and "Areas for improvement" notes give a supervisor and an agent a structured starting point.

How xMatix handles it

One stored analysis per call. The first time anyone runs the analysis for a call, xMatix stores the result on the call's transcript record. If the call has no transcript record yet, one is created. The call's Transcript status is then set to Ready. Later views read the stored result and are not regenerated. Only Refresh (or Refresh recommendations in the softphone) analyzes the call again and replaces the stored result.

A stored result does not update itself. If the analysis ran before the transcript arrived, the stored result keeps saying the transcript is missing until someone selects Refresh.

Which engine produces it. xMatix tries these in order and uses the first that returns a usable result:

1. Your organization's AI model from Setup → Sense AI Studio → Models: an active model that supports chat and has not failed validation. A model marked Default chat model is preferred, and a validated model is preferred over one not yet validated. Usage is recorded against your AI credits.
2. A platform-level model, where your xMatix deployment provides one for call analysis.
3. A simple rule-based reading of the transcript, so the panel still works with no AI model at all. These results carry the note "Generated without an AI model".

If the model fails or returns something that cannot be read as an analysis, xMatix moves to the next option without showing an error. When a call has no transcript text, no model is called at all, and the "No transcript is available yet for this call." result is the rule-based one.

What the analysis contains:

How the rule-based reading works, for calls that have a transcript but no AI model:

• The summary is the first three sentences of the transcript, cut at 400 characters.
• Sentiment comes from counting complaint words (such as "unhappy", "refund", "delay") against appreciation words (such as "thank", "great", "pleased"). If neither side has more, the sentiment is Neutral.
• If the transcript mentions a next step, such as "follow up", "schedule", "call back" or "we will", the suggested disposition is Follow Up Required. Otherwise it is Resolved.
• Coaching notes come from simple checks: a courteous opening, whether next steps were agreed, and whether the agent asked clarifying questions.
• A negative sentiment adds "Flag for supervisor review" to the next best actions.

Prerequisites

• Telephony is set up for your organization, and you can use the softphone or the supervisor console. See Using the softphone and The supervisor console.
• The call has transcript text in xMatix (see the Overview).
• For an AI-written analysis, an administrator has registered an AI model in Setup → Sense AI Studio → Models. Without one, you get the rule-based reading.

Procedure

Step 1 — Get recommendations during a call

1. While you are connected to a call, open the AI assist tab in the call panel.
2. Select Generate recommendations.
3. Read the result. The tab shows:
   • Sentiment, as a gauge with the word Positive, Neutral or Negative. The number in the gauge is fixed for each sentiment (78, 55 or 28), not a measured score.
   • Next best actions.
   • Coaching: the "Areas for improvement" cards, each with its suggestion.
4. To analyze the call again later in the conversation, select Refresh recommendations.

If the request fails, the softphone shows "Could not analyze the call." Try again; if it keeps failing, tell your administrator.

The AI assist tab is available only while the call is live. Once you hang up, the call panel switches to wrap-up, which shows the disposition chips instead of tabs.

Step 2 — Use the suggested disposition at wrap-up

1. If the analysis suggested a disposition and you had not picked one yet, that disposition is already selected for you.
2. When you hang up, the selected outcome is saved on the call along with your notes. A suggestion you accept without changing it therefore becomes the call's Outcome.
3. In wrap-up, the chip that matches the suggestion carries a small AI badge. This only shows for the chips in the main row: Resolved, Follow-up, Call back and Escalated. A No Answer suggestion is in the More… list and has no badge.
4. To use a different disposition, select another chip (or choose from More…), then select Save disposition.

Step 3 — Review a call as a supervisor

1. Open the supervisor console.
2. Select a call in the active calls list or the completed-today list. The call details open.
3. Below the timings, the AI call insights card loads automatically. It shows the stored analysis if there is one, and analyzes the call if there is not. You see:
   • the sentiment tag next to the heading;
   • Key discussion points;
   • What went well and Areas for improvement, each card with its level and, for improvements, a suggestion;
   • Next best actions;
   • Key points as tags;
   • "Generated without an AI model …" at the bottom, when the rule-based reading produced the result.
4. Select Refresh to analyze the call again, for example after its transcript has arrived.

The supervisor card does not show the suggested disposition. To see what was saved, open the call record and read Outcome.

Opening a call in the console runs the analysis. For a call still in progress with no transcript, this stores the "No transcript is available yet" result, so select Refresh when you come back to it.

Step 4 — Check whether a call has been analyzed

1. Open the call record from the call register.
2. Go to the Notes & Recording tab. A Transcript status of Ready means someone has run the analysis, or a transcript has been delivered for the call.

The seeded call form does not show the insights themselves. Use the supervisor console to read them.

Business rules

• The analysis never changes the call's Outcome or Notes on its own. The only path to the call record is the softphone preselecting the suggested disposition, which you save or change at wrap-up.
• The analysis does not create tasks, cases or follow-ups. Next best actions are text for the agent to act on.
• Running the analysis sets the call's Transcript status to Ready, even when there was no transcript text to analyze.
• One stored result per call. Running the analysis without Refresh returns the stored result, even if it was produced before an AI model was configured or before the transcript arrived.

Example

An agent takes an inbound call from a customer about a late spare-parts delivery. The organization's telephony integration delivers the transcript to xMatix a few minutes after the call ends.

1. During the call, the agent opens AI assist and selects Generate recommendations. The transcript has not arrived yet, so the tab shows next best actions such as "Run analysis again once the transcript is ready."
2. The agent picks Follow-up at wrap-up, types "Dispatch delayed, promised update by Friday" and selects Save disposition.
3. Later, the team lead opens the call in the supervisor console. The card still shows the stored "No transcript is available yet" result. The lead selects Refresh.
4. The new analysis shows sentiment Negative, key discussion points about the delayed dispatch, a "What went well" card for acknowledging the problem, an "Areas for improvement" card suggesting a firm delivery date, and a next best action to confirm the dispatch with the warehouse.
5. The lead uses the coaching cards in the weekly one-to-one. The call's Outcome stays Follow Up Required, as the agent chose it.

Training

Practice exercise

In a sandbox where telephony is set up:

1. Place a test call from the softphone and, while connected, open AI assist and select Generate recommendations.
2. Note the result. With the built-in telephony, expect "No transcript is available yet" style next best actions, because there is no transcript text.
3. End the call, pick a disposition and save it.
4. As a user with the Supervise telephony (CTI) permission, open the call in the supervisor console and check that the AI call insights card shows the same stored result.
5. Open the call record and check that Transcript status on the Notes & Recording tab reads Ready.

Expected result: the softphone and the console show the same stored analysis, and the call's Outcome is the disposition you chose.

Quick reference

• Insights are built only from the call's transcript. No transcript text means no real analysis.
• The built-in telephony records calls but does not transcribe them.
• Softphone: AI assist → Generate recommendations, live calls only.
• Supervisor console: select a call; the AI call insights card loads by itself.
• The result is stored once per call; use Refresh to redo it.
• An AI-suggested disposition is preselected only if you haven't chosen one; hanging up saves the selected outcome.
• "Generated without an AI model" means the rule-based reading produced the result.
• The AI model comes from Setup → Sense AI Studio → Models.

Permissions

The analysis itself needs no extra permission beyond being signed in to your organization.

Configuration

• AI model. Setup → Sense AI Studio → Models. Register a model that supports chat, set its API key with Set API Key where it needs one, validate it, and turn on Default chat model if you have several. Call analysis uses the same model as Sense chat; there is no separate call-analysis model setting on the screen.
• AI credits. Model-based analyses are metered against your organization's AI credits. See AI Studio for allocations and the usage view.
• Telephony. Trunks, numbers, routing and agent setup are described in Telephony configuration. None of these settings turns transcription on, because the built-in telephony does not transcribe.
• Where insights appear. The softphone AI assist tab and the supervisor console call details are built in. The seeded call form does not include the insights panel, and the layout designer does not offer it as a component.
• Supervisor console. Grant Supervise telephony (CTI) through security profiles to the team leads who review calls.

Common problems

The insights say "No transcript is available yet for this call."

Cause: the call has no transcript text in xMatix. Calls handled through the built-in telephony are recorded but not transcribed. It can also mean the analysis ran before a delivered transcript arrived.

Fix: if your organization delivers transcripts, wait until the transcript has arrived and select Refresh. If it does not, there is nothing for the analysis to read.

Every result says "Generated without an AI model", even though we have a model

Cause: this note also appears on the "No transcript is available yet" result, because no model is called when there is no transcript text. When a transcript does exist, the note means no usable model was found, or the model failed or returned an unreadable answer.

Fix: first confirm the call has a transcript. Then check Setup → Sense AI Studio → Models: the model must be active, support chat and not have failed validation. Check your AI credits as well, then select Refresh.

The softphone says "Could not analyze the call."

Cause: the request to analyze the call failed, for example because the connection dropped or the call record could not be found.

Fix: select Generate recommendations again. If it keeps failing, ask your administrator to check telephony status.

The insights don't change when I open the call again

Cause: the analysis is stored once per call and reused.

Fix: select Refresh in the supervisor console, or Refresh recommendations in the softphone during the call.

I can't find the insights on the call record

Cause: the seeded call form does not include the insights panel.

Fix: read them in the supervisor console call details, or in the softphone AI assist tab during the call.

Common questions

Why does a call have no useful insights?

The analysis is built only from the call's transcript. The built-in telephony records calls but does not transcribe them, so those calls have no transcript text, and the result says "No transcript is available yet for this call." If your organization delivers transcripts and the transcript arrived after someone first looked, select Refresh to analyze it again. A stored result never updates by itself.

Does the AI set the call's disposition?

Not on its own. In the softphone, if the analysis suggests a disposition and you haven't chosen one, the suggestion is preselected. Hanging up saves whatever is selected, so check it at wrap-up and change it if it is wrong. Reporting counts the Outcome saved on the call. The supervisor console and the call record never change the disposition.

Is the sentiment or coaching visible to the customer?

No. Insights appear only in the softphone and the supervisor console, inside your organization, and nothing about the analysis is sent to the caller. The transcript is sent to the AI model your organization registered in Sense AI Studio, under the same governance as Sense chat.

Does analyzing a call use AI credits?

Yes, when an AI model produces the analysis. Each run, including each Refresh, is recorded against your organization's AI credits like other Sense AI usage. The "No transcript is available yet" result never calls a model, so it uses no credits.

Related topics

• Calls, dispositions and recordings
• Conversation transcripts
• Using the softphone
• The supervisor console
• Troubleshooting telephony
• AI Studio
• Asking Sense about your data
• Call — entity reference