Understanding and Reviewing Calls in AnalyzeMyCalls

Prerequisites

Before you begin, ensure you have:

• Active AnalyzeMyCalls account (Agent, Manager, or Admin)

• Calls recorded and processed in the system

• Understanding of your role's permissions

Understanding Access Permissions

Who can see what:

• Agents: Can only view their own calls

• Managers: Can view all calls from their team members

• Admins: Can view all calls across the entire organizational hierarchy

💡 Coming Soon: Agents will be able to view teammates' calls for peer learning

Navigating to Agent Calls

Step 1: Access the Call Review Interface

1. Log into AnalyzeMyCalls

2. From the main navigation, click Home

3. Select Agent Calls

You'll see the main call review interface with two panels:

• Left Panel: Team/User selection and call list

• Right Panel: Detailed call information

The Agent Calls interface showing team selection and call list

Selecting Teams and Filtering Calls

Step 1: Choose Your View

1. Select Teams or users dropdown:

   • Managers: Select your Team to view all team members' calls

   • Admins: Select any Team in the organization

   • View "Users without Team" for unassigned agents

2. Select groups dropdown:

   • Choose between Inbound or Outbound Teams

   • Helps narrow down to specific call types

📹 Video: Watch how to navigate between different teams and user groups

Step 2: Set Your Date Range

1. Click the date picker fields

2. Select your desired date range

   • Can go back indefinitely based on available data

   • AMC can backfill historical calls as needed

Step 3: Use Advanced Filters

Click "Advanced Filters" to access powerful search options:

Search by Contact:

• Phone number (From Phone or To Phone)

Call Characteristics:

• Duration (minimum minutes)

• Direction (Inbound/Outbound)

• Call Type:

  • Completed

  • In Progress

  • Prioritized

  • Error

Performance Metrics:

• Score Settings (filter by performance thresholds)

• Lead Quality:

  • Very Good

  • Good

  • Neutral

  • Bad

  • Very Bad

Call Outcomes:

• Include Voicemail

• Appointment Set

• Lead Qualified

• Lead is Shopping

Step 4: Search for Specific Calls

Use the Call ID search bar to find specific calls by their unique identifier

Understanding the Call List

Call List Columns

Each row displays:

• Date Time: When the call occurred

• Agent Name: Who handled the call

• Agent Score: Overall performance percentage

• Direction: Inbound or Outbound

• From/To Phone: Call participants

• Duration: Length in minutes:seconds

• Model Used:

  • Standard (for longer calls)

  • Light (for shorter calls)

• Overcoming Objections: Score percentage

💡 Pro Tip: Click any column header to sort the list

Reading Performance Indicators

• Green scores (typically 70%+): Meeting or exceeding targets

• Orange scores (typically 50-69%): Need improvement

• Red scores (below 50%): Requires immediate attention

Note: Color thresholds are customizable per company

Reviewing Individual Calls

Step 1: Select a Call

Click on any call in the list to load its details in the right panel

Step 2: Navigate Call Details

The call details panel has four main tabs:

The four tabs provide comprehensive call analysis

📊 Summary Tab

The Summary tab provides the complete performance overview:

Agent Performance Section

Overall Score: Comprehensive performance rating (0-100%)

Key Metrics:

• Performance Score: Overall execution quality

• Skill Score: Average of all skill assessments

• Responsiveness: How quickly agent addresses customer needs

• Selling: Effectiveness in presenting solutions

• Adaptiveness: Ability to adjust approach

• Conversion Likelihood: AI prediction of deal success

• Follow-Up Score: Quality of next steps established

Skill Assessments:

• Rapport Building: Connection with customer

• Listening: Active listening demonstration

• Likeability: Professional demeanor

• Overcoming Objections: Handling concerns effectively

Lead Scores Section

Key Indicators:

• Lead Quality: AI assessment (Very Good to Very Bad)

• Appointment Set: Yes/No

• Voicemail: Yes/No

• Wrong Number: Yes/No

• Lead Qualified: Yes/No

Lead Insights

AI-generated insights about the lead's situation, needs, and potential

📹 Video: Detailed walkthrough of all performance metrics and what they mean

📋 Lead Info Tab

Comprehensive lead information including:

General Lead Details

• Name and contact information

• Lead source and status

• Previous interaction history

Lead Analysis

• Lead Needs: Identified requirements

• Pain Points: Challenges the lead faces

• Health Conditions/Prescriptions: (Customizable field based on industry)

• Dollars Discussed: Budget or pricing mentioned

• Lead Tags: Categories for tracking and organization

Lead Profiling

• Personality Type: AI-identified personality profile

• Lead Attributes: Behavioral characteristics

• Shopping For: Who the lead is buying for (customizable)

💡 Note: These fields can be customized based on your industry needs

Sales Pitch Tab

Pitch Performance Analysis

Pitch Focus

• How well the agent followed the prescribed sales pitch

• Deviation points and improvements needed

Follow-up Strategy

• Quality of next steps established

• Specific actions planned

• Timeline commitments

Reasoning

• Lead's urgency level

• Recommended approach for deal progression

• AI suggestions for moving forward

Sales Pitch Arguments

Grades the agent on:

• Price justification

• Product positioning

• Unique selling propositions

• Competitive differentiation

• Value demonstration

Predicted Lead Value: AI-estimated deal value based on conversation details

Transcript Tab

Standard Transcript View

• Full conversation with timestamps

• Speaker identification (Agent/Customer)

• Search functionality: Find specific keywords or phrases

• Playback sync: Click any line to jump to that moment in the call

Story Mode

Transform your transcript into an organized narrative:

Automatic Categorization:

• Greeting

• Discovery/Qualification

• Product Explanation

• Lead Inquiry

• Objection Handling

• Pricing Discussion

• Next Steps

• Closing

Story Mode breaks down conversations into digestible sections

Story Mode Features

1. Impact Levels

   • High Impact: Critical moments (budget, objections, decisions)

   • Low Impact: Standard conversation flow

2. Feedback Options

   • Click "Response" to validate agent performance

   • Select "Positive" for exemplary handling

   • Add annotations for coaching notes

3. Time Navigation

   • Click "Jump to Time" to hear specific sections

   • See exact timestamps for each story segment

💡 Pro Tip: Story Mode categories are fully customizable per company

Audio Player Controls

Playback Features

Located at the top of the call details:

• Play/Pause: Standard playback controls

• Timeline Scrubber: Click anywhere to jump to that point

• Speed Control: 1x, 1.5x, or 2x playback speed

• Download: Save call audio for offline review

• Time Display: Current position / Total duration

Synchronized Features

• Transcript highlights current speaking position

• Click transcript lines to jump to that audio moment

• Story Mode sections linked to audio timestamps

Best Practices for Call Review

For Agents (Self-Review)

1. Daily Review Routine

   • Review your lowest-scoring call each day

   • Identify one improvement area

   • Practice the skill before next shift

2. Focus Areas

   • Objection handling techniques

   • Rapport building openings

   • Clear next-step establishment

For Managers (Team Review)

1. Weekly Team Patterns

   • Filter by team and last 7 days

   • Sort by score to find coaching opportunities

   • Identify common objections across team

2. 1-on-1 Coaching Sessions

   • Use Story Mode to focus on specific sections

   • Add annotations for action items

   • Download exemplary calls for team training

3. Performance Tracking

   • Monitor score trends over time

   • Celebrate improvements

   • Address consistent low scores quickly

For Admins (Organizational Review)

1. Cross-Team Analysis

   • Compare team performance metrics

   • Identify best practices from high performers

   • Spot organization-wide training needs

2. Quality Assurance

   • Use Advanced Filters for compliance checks

   • Monitor specific outcome metrics

   • Ensure consistent scoring across teams

Troubleshooting Common Issues

Call Not Appearing

• Check date range selection

• Verify team/user selection

• Confirm call has been processed (may take up to 30 minutes)

Metrics Not Showing

• Some metrics require minimum call duration

• Voicemails may have limited scoring

• Check if call type supports full analysis

Audio Playback Issues

• Ensure browser audio permissions are enabled

• Try refreshing the page

• Check internet connection for streaming

Story Mode Not Available

• Feature requires sufficient call duration

• May not be available for certain call types

• Contact support if consistently missing

Tips for Maximum Value

1. Use Advanced Filters Strategically

• Save common filter combinations mentally

• Focus on one metric at a time for improvement

• Compare high vs. low performing calls

2. Leverage Story Mode

• Quick coaching on specific sections

• Identify patterns in successful calls

• Build best practice examples

3. Track Progress

• Note baseline scores when starting

• Set weekly improvement goals

• Celebrate wins with your team

4. Share Success

• Download great calls for training

• Use annotations to highlight best practices

• Create learning opportunities from top performers

Next Steps

Now that you understand call review:

• Set up performance thresholds

• Learn about AI insights

• Explore coaching features

• Configure team settings

Need Help?

• Technical Support: support@analyzemycalls.ai

• Feature Requests: Share with your Customer Success Manager

• Training Resources: Access our video library

• Best Practices: Join our user community

Last updated: [08/12/2025]