Configure call analysis and scorecards

Call analysis classifies conversations into outcomes. Structured outputs extract data, while scorecards evaluate quality. Configure each for a distinct purpose.

Navigation pathAgents → select an agent → Advanced

PrerequisitesWorkspace analysis criteria, output schemas or scorecards to attach.

Usage steps

Open Advanced and review Call Analysis Criteria. Select the classifications relevant to this agent.
Under Structured Outputs, choose the schemas this agent should run after calls. Use the manage link to create or maintain schemas.
Under Scorecards, attach the available scorecards for evaluating calls. Review the auto-apply option if shown.
Review iOS / Android Call Screen Handling if the agent needs a predefined response to call screening.
Save with Update Agent and review a completed call or controlled test to confirm the expected analysis appears.

Configure call analysis and scorecards — Figure 21. Advanced contains call analysis criteria, structured outputs and scorecard attachment.

Expected result. Completed calls can be classified, evaluated and enriched using the selected configuration.

Practical notes and troubleshooting. A classification such as Interested answers a different question from a quality score or an extracted appointment date.

Create call analysis criteriaCall Analysis Criteria defines the rules used to recognise outcomes in a conversation. Clear, non-overlapping descriptions make classifications easier to review.Create structured output schemasStructured Output turns a conversation into typed data that can be reviewed or used by another system. A Boolean can record whether something happened; richer formats can return several fields.