Custom Analysis Fields

Custom Analysis Fields allow you to extract additional insights from calls by defining your own metrics. These fields can be configured in both Calls and Call Studio, and can be exported/imported via JSON so they can be shared across agents.

You can use them to track things like:

• Whether the issue was resolved

• Which product was mentioned

• Other conversation insights specific to your workflow

Creating a Custom Field

Custom fields can be configured in Call Analysis settings or Call Studio Analysis settings.

Each field requires three properties:

Field	Description
Name	The unique name of the field
Description	Instructions describing what the system should determine from the conversation
Type	The type of value the field returns (The supported types are string, number, and Boolean).

Example

Viewing Custom Fields in Call Analysis

Custom fields appear in the Call Analysis modal for each call or call studio record.

For every field you will see:

• Field name

• Calculated value

Viewing Custom Fields in Dashboard

The custom fields visualizations appears in Calls Live Data and in Call Studio Live Data under analysis factors fields accordion.