Call categories

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In a nutshell

Picture an agent who, at the end of every call, fills in a summary sheet by answering one simple question, for example: “Did this call result in an appointment?”, and ticking the right answer. That’s exactly what call categories do:

• A category is the question asked about the call (e.g. Call outcome, Call reason, Lead qualification).
• Labels are the possible answers to that question (e.g. Appointment booked, Callback requested, Not interested).
• For each label, you explain when it applies. The agent relies on these explanations to pick the right label at the end of the conversation.

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What is it for?

Categories turn hours of conversations into actionable data:

• Quickly measure how many calls end with an appointment, a callback or a refusal.
• Spot the most frequent call reasons and the topics that cause friction.
• Track your agents’ performance based on your own business rules.

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Where to find them

In your agent’s configuration, open the Call categories entry in the side menu.

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Create a category

Click the New category button: a window opens and guides you step by step. The form contains the following elements:

• Category name (required): the question the category answers. Pick a clear name, for example Lead qualification.
• General description: a sentence stating the purpose of the category, for example “This category determines whether the call resulted in an appointment.”
• Possible labels: the list of answers the agent can choose from. For each label, fill in:
  • the label name;
  • a description explaining when this label applies.
• Add a label: adds a possible answer. The trash icon removes a label.

Finally, click Create category to confirm, or Cancel to close the window without saving.

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Edit a category

You can edit an existing category at any time: rename a label, refine a description or add new labels. The new rules will apply to upcoming calls.