Frequently Asked Questions

Written By Alex Petrovic

Last updated 4 months ago

Frequently Asked Questions

Getting Started

How long does it take to set up AnalyzeMyCalls?

Initial setup takes about 30 minutes for small teams, 1-2 hours for large organizations. Integration with your phone system takes 3-5 days. Once integrated, the platform is ready to use immediately.

What's the first thing I should do after getting access?

Admins: Set up your team hierarchy first, then invite users.
Managers: Access AI Call Finder and review your team's lowest-scoring call.
Agents: Review your Overall Score and watch one call in Story Mode.
See our Getting Started Guide for details.

How long do activation links last?

Activation links expire after 240 hours (10 days). If expired, an admin must resend the invitation.

Can I change my password?

Yes, navigate to Settings > Account > Change Password. Passwords require 8+ characters, 1 capital letter, and 1 special character.

Technical Requirements & Compatibility

What browsers work with AnalyzeMyCalls?

AMC works best on Google Chrome. Firefox and Safari are supported but may have limited functionality. Internet Explorer is not supported.

Is there a mobile app?

No mobile app currently. The platform is not optimized for mobile browsers. Please use a desktop or laptop computer.

What audio formats are supported?

MP3 and MP4 files are supported. Files are automatically converted from your phone system's native format.

Are there limits on call recordings?

No limits on call length or number of calls. Storage is unlimited on AWS infrastructure.

How long are recordings kept?

Call recordings are stored indefinitely unless manually deleted.

User Management & Permissions

What's the difference between Agent and Admin roles?

Agents: View their own calls, team performance, and receive reviews
Admins: All agent capabilities plus user management, team creation, billing, and system settings
Team Leaders: View and manage their team's performance plus coaching tools

Can users have multiple roles?

No, each user has one role. Team Leaders can be agents with additional team visibility.

How many users can I invite?

Unlimited users. No restrictions on team size.

Can I bulk invite my entire team?

Yes! Use CSV upload with First Name, Last Name, and Email columns. See our User Management Guide.

What happens to deleted users?

Deleted users lose access immediately. Their historical call data remains for reporting but is anonymized after 30 days.

Team Management

Can teams have sub-teams?

Yes, unlimited hierarchy levels. For example: Regional Leader > Managers > Team Leaders > Agents.

How many Team Leaders per team?

One Team Leader per team. They can manage sub-teams with their own leaders.

Can agents belong to multiple teams?

No, agents belong to one team at a time but can be reassigned as needed.

What happens to unassigned agents?

They remain in the "Unassigned" pool, visible to admins but not included in team metrics.

Can I reorganize teams after setup?

Yes, teams can be restructured anytime through the Team Hierarchy interface.

Call Management & Reviews

How quickly are calls available after they end?

Calls appear in the platform 10-15 minutes after completion.

Can I search for specific calls?

Yes, use Advanced Filters to search by date, agent, score, duration, phone number, and more. AI Call Finder allows natural language searches.

What does the Quality Score measure?

Quality Score is an AI-generated percentage based on call handling, objection management, product knowledge, and closing skills. Thresholds are customizable per company.

How does Story Mode work?

Story Mode breaks calls into digestible segments (Greeting, Discovery, Objection Handling, etc.) with summaries of each section. Jump directly to key moments without listening to entire calls.

Can I export call data?

No, you currently cannot export call data on the platform. 

AI Features & Accuracy

How accurate is the AI scoring?

AI scoring is typically 85-90% accurate and improves over time as it learns your specific business context.

Can AI scores be adjusted?

Scores can't be manually changed, but you can reprocess calls with different settings. Contact support for scoring concerns.

What makes AI Call Finder special?

Unlike traditional filters, you can use natural language like "Show me calls where we lost deals after discussing price" or "Find agents who excel at objection handling."

How does the AI learn and improve?

The AI continuously learns from your call patterns, review feedback, and manual corrections. Accuracy improves within 2-3 weeks of regular use.

Can the AI make mistakes?

Yes, occasionally. Report errors through the feedback button, and our team will retrain the model with additional guidance.

Integrations

Which phone systems integrate with AMC?

Most major systems including:

  • Popular: Clarity, VanillaSoft, Convoso, JustCall, Dialpad

  • Enterprise: Genesys Cloud, NICE, Ringy

  • Contact Center: Most enterprise-level dialers Contact support to confirm your specific system.

Do you integrate with CRMs?

Not directly. AMC pulls recordings from your phone/dialer system, which typically syncs with your CRM.

How long does integration take?

Standard integrations: 3-5 business days
Complex enterprise setups: 1-2 weeks

Can I upload calls manually?

No, AMC requires integration with your phone system for automatic call ingestion and processing.

What if my phone system isn't supported?

Contact support - we regularly add new integrations and may be able to accommodate custom setups.

Billing & Pricing

How is AMC priced?

Volume-based pricing on total minutes analyzed. Plans start at $1,500/month for smaller teams. Visit our Pricing Page for details.

Can I change plans?

Yes, upgrade or downgrade anytime. Changes take effect at the next billing cycle.

What happens if I exceed my minutes?

Additional minutes are billed at $0.10/minute. You'll receive alerts at 80% and 100% usage.

Is there a free trial?

No free trial currently. We offer demo sessions and pilot programs for enterprise customers.

Are there setup fees?

Standard integration included in all plans. Complex custom integrations may have one-time setup fees.

Data Security & Compliance

Is my call data secure?

Yes, all data is encrypted in transit and at rest using industry-standard encryption protocols.

Who can access my team's calls?

  • Agents: Only their own calls

  • Team Leaders: Their team's calls

  • Admins: All calls in the organization

  • No external access without explicit permission

Are you compliant with regulations?

Yes, AMC is SOC 2 Type II and HIPAA compliant. Compliance certificates available upon request.

Where is data stored?

All data is stored on AWS servers in the United States with automatic backups and redundancy.

Support & Training

How do I contact support?

Is there live chat support?

Not currently. Live chat coming Q2 2026.

Are there training resources?

  • Onboarding Hub: help.analyzemycalls.ai

  • Video tutorials in the platform

  • Webinars starting Q1 2026

  • Agent Community Center for peer support

Do you offer onboarding assistance?

Yes, all plans include guided onboarding. Enterprise plans include dedicated Customer Success Manager.

How often is the platform updated?

Minor updates weekly, major features quarterly. Updates require no downtime.

Troubleshooting

Why can't I see any calls?

Check: (1) You're assigned to a team, (2) Date range is correct, (3) Calls have been made in that period, (4) Your role has appropriate permissions.

Why are some calls showing "Processing"?

Calls take 10-15 minutes to process. Longer calls may take up to 30 minutes.

My invitation link doesn't work

Links expire after 240 hours. Ask your admin to resend the invitation.

I can't add users to my team

Verify you're a Team Leader or Admin. Team Leaders can only add agents, not other Team Leaders.

Scores seem incorrect

Scores are customizable per company. Check with your admin about scoring thresholds. Report consistent issues to support.

The platform is running slowly

Best performance on Chrome with stable internet. Clear browser cache if issues persist.

Additional Resources

Can't find your answer? Contact support@analyzemycalls.ai and we'll respond within 4 business hours.

Last updated: October 2025