Observability & Analytics
Understanding what happens during a call is just as important as the call itself. Movoice AI provides deep, automated observability tools to help you measure success and improve your agents.Post-Call Analysis
Every call handled by Movoice AI undergoes automatic AI analysis within seconds of completion.1. Automated Summaries
Instead of listening to hours of recordings, your team can read a concise, paragraph-style summary of the entire conversation.- Key Actions: AI identifies if a booking was made, a lead was qualified, or an issue was escalated.
- Sentiment Tracking: Measures the caller’s mood (Positive, Neutral, Negative).
2. Structured Data Extraction
Movoice AI can extract specific data points from conversations and sync them directly to your CRM or database.- Entities: Names, phone numbers, email addresses.
- Outcome Mapping: Custom tags like
BOOKED,REFUSED, orWANTS_CALLBACK.
Real-Time Monitoring
For high-volume enterprises, real-time observability is critical for monitoring agent performance.Live Transcripts
View a live, scrolling transcript of any active call directly from the Call Logs dashboard. This allows for:- Instant QA: Monitor how agents are handling complex queries.
- Human In-The-Loop: Identify when an agent might need a manual transfer.
Performance Metrics
Track high-level KPIs across your entire fleet of agents:- Call Completion Rate: % of calls that reached a definitive outcome.
- Average Interaction Time (AIT): Average duration of successful calls.
- Response Latency: Real-world measurement of turn-around time.
How to use Call Insights
You can access these insights via:- The Dashboard: Visual charts and searchable logs.
- Webhooks: Receive a JSON payload as soon as a call ends.
- API: Query the
/callsendpoint to pull structured data into your own reports.
[!TIP] Use Sentiment Analysis to filter for “Negative” calls and proactively have a human agent follow up to save the relationship.