Call analysis reads the transcript of each call that comes into a campaign and adds tags to the call to capture what happened: how the caller started, compliance events such as a recording disclosure or an opt-out request, caller complaints and suspicious agent conduct, and how the call ended.
Ringba writes each finding to the call as a tag. You can filter and group reports by these tags, read them on the screen where you review the call transcript, and include them in a pixel that fires when a call has been analyzed.
Admin users can enable this feature. The tags this feature generates are available to any user who can access the tags for a call. Call analysis is included in all Ringba subscription plans: Business, Professional, and Enterprise.
Call analysis is billed per analyzed call at your account's rate. You can see your call analysis rate by clicking the Subscriptions tile on the Billing Settings screen.
This article contains the following sections:
- How to Enable Call Analysis for a Campaign
- How to View a Call's Analysis
- Using Call Analysis Tags in Reporting and Pixels
- Call Analysis FAQ
Call Analysis
Call analysis begins once the call's transcript is ready. Since call analysis comes after the calls ends, the recording is saved, and the transcription occurs, the analysis might arrive minutes or more after the call ends. Call analysis has no screen of its own. You turn it on in a campaign's settings, and you see the results on the call's transcription page and in Reporting.
Call analysis looks for particular features of a call, called "signals." Each time it analyzes a call, it checks for every signal. If it detects the signal, it adds a tag to the call. If it does not detect the signal, it does not add a tag. The list of signals and the tags it adds to the calls if it finds them appears later in this article.
Call analysis only analyzes calls that are transcribed after you turn enable the feature. It does not analyze transcripts made before that, and it does not analyze calls older than 30 days, even when you request a transcript for them.
When you disable Call Analysis for a campaign, Ringba skips analyzing any calls that were waiting for analysis.
Call Analysis in Pixels
When you create a pixel to send Ringba data to an outside system, you can choose Analyzed from the Fire Pixel On field to trigger the pixel once the call analysis is complete. You can include any of the tags from the call analysis in the pixel you fire. See Pixels for more information.
Call Analysis Cost
Each call is analyzed once. Ringba charges your account balance once for each successful analysis, at your account's per-call rate. You can find your per-call rate on the Settings>Billing Settings screen by clicking the Subscriptions tile. Ringba does not charge for a failed analysis.
You can configure a daily cap to limit the number of a campaign's calls to analyze each day. This cap helps you control what the campaign spends on analysis. Without a cap, every transcribed call on the campaign is analyzed.
The cap counts the campaign's analyzed calls. When the campaign reaches it, analysis stops for the rest of the day, and those calls are not analyzed later. The count resets at midnight in your account's time zone. Each campaign has its own cap. When many calls finish at once, a campaign can occasionally go slightly past its cap.
Call Analysis Signals
The following tables list the signals the call analysis tool looks for and the names and values of the tags it adds to the call if it detects those signals.
Outcome
| Tag | Label | Values | signal |
|---|---|---|---|
Outcome |
Outcome |
success, failure
|
Whether the analysis finished without an error |
SignalDetected |
Signal Detected |
true, false
|
Whether the analysis found any signal on the call |
Call Framing
| Tag | Label | Values | Signal |
|---|---|---|---|
SuspectCallerTransferredIn |
Suspect Caller Transferred In | The caller was transferred in before the call began | |
SuspectMisleadingAdSource |
Suspect Misleading Ad Source | The caller was drawn by a misleading ad | |
SuspectOutbound |
Suspect Outbound | The caller says they were called first |
Compliance
| Tag | Label | Values | signal |
|---|---|---|---|
OptOutRequested |
Opt-Out Requested | The caller asked to be added to a do-not-call list | |
RecordingDisclosureDetected |
Recording Disclosure Detected | A recording disclosure was given |
Conduct
| Tag | Label | Values | signal |
|---|---|---|---|
CallerComplained |
Caller Complained | The caller complained of deception or a scam | |
SuspectCallbackFraud |
Suspect Callback Fraud | The agent diverts the caller to a direct number |
Call Outcomes
| Tag | Label | Values | signal |
|---|---|---|---|
CallOutcome |
Call Outcome | Converted, Follow-Up Set, Transferred, Disqualified, Declined, Dropped, No Pickup, Voicemail, Unavailable, Not Determined | How the call ended |
Note: Call Outcome is NotDetermined when the analysis cannot decide how the call ended.
How to Enable Call Analysis for a Campaign
Call analysis works on transcribed calls, so the campaign's calls need transcripts. See Call Transcription for more information about enabling call transcription for your campaigns.
Use the following steps to enable call analysis for a campaign:
- Click Campaigns and open the campaign where you want to enable call analysis.
- In General Info, toggle on the Call Analysis switch.
A confirmation window appears to let you know this feature incurs an usage fee. - Click Confirm.
- If you want to cap how much your account spends per day on call analysis, toggle on the Daily Analysis Cap switch.
The Stop Analysis After Exceeding field appears. - Enter the maximum number of calls to analyze per day for this campaign.
A message appears under the field to show the cost of analyzing the number of calls at the unit rate for your account. - Save the campaign.
How to View a Call's Analysis
A call's analysis appears on its transcription page, between the call details and the recording player.
Use the following steps to view a call's analysis:
- Open Reporting and find the call.
- Click the View Transcription icon in the Transcription column. The transcription page opens in a new tab.
The page shows one of these statuses:
- Call analysis completed. The analysis finished. The detected signals appear grouped under Call Framing, Compliance, Conduct, and Call Outcomes. If the analysis found nothing, the page says No signals detected.
- Failed to analyze call. The analysis did not finish. The transcript is still available, and the call is not charged.
- Call analysis not run. The call has no analysis. Its analysis may still be in progress, call analysis may be off for its campaign, or the campaign may have reached its daily cap.
The page shows only the signals that were detected.
Using Call Analysis Tags in Reporting and Pixels
Analysis tags work like other tags. You can filter and group reports by them, and add them as columns. They appear under the Call Analysis tag type.
You should not use analysis tags in routing tag filters. Analysis happens after the call ends, so the tags never exist while a call is being routed, and a filter that requires one blocks every call to that target.
Call Analysis FAQ
Do I need automatic transcription to use call analysis?
No. Call analysis analyzes every transcribed call on the campaign, whether it was transcribed automatically or on request. A call without a transcript is not analyzed.
Can I choose which signals to analyze?
No. Every analyzed call is checked for every signal.
Can I re-analyze a call?
No. Each call is analyzed once.
Why does a call say "Call analysis not run"?
The call has no analysis yet. Its analysis may still be in progress, call analysis may be off for its campaign, the campaign may have reached its daily cap, or the call may be older than 30 days.
What should I do if I need help?
If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.