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Go to Analytics > Agent Analysis to categorize calls at scale – identify why calls are being transferred, which outcomes are most common, or how agent quality is trending over time. This feature is also known as Call Categorization. Agent Analysis uses an LLM to analyze and categorize calls based on configurable prompts and lists of categories, across groups of up to 250 calls. You can configure up to 10 analysis tasks per project, each with its own prompt, categories, and color-coding. Agent Analysis main dashboard
For exploratory analysis and pattern-finding across conversations, consider using Smart Analyst instead. Smart Analyst’s deep sampling feature analyzes up to 500 conversations per query using natural-language questions, and is the preferred path for most analytical use cases. Use Agent Analysis to experiment with structured, repeatable categorization with a fixed set of categories.

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Overview

Each project can have up to 10 analysis tasks, each with its own prompt, categories, and color-coding. Once configured, batches of up to 250 calls can be grouped and processed per task, returning one category per call. Results are displayed in a visual breakdown and can be reviewed or adjusted manually.
Because only one category is assigned per call, design your categories to be mutually exclusive. If a call could fit multiple categories, prioritize the most actionable or specific one. Overlapping categories reduce the usefulness of your results.

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How it works

1

Create or edit your analysis configuration

agent-analysis-configGo to Analytics > Agent Analysis and open Analysis configuration. The configuration includes:
  • A Prompt describing the task, e.g. “You are a call center manager assessing agent performance.”
  • A Question to guide the LLM’s judgment, e.g. “Was this call handled successfully?”
  • A set of Categories – each with a name, description, and color
2

Group calls for analysis

Click Create group. This opens the Conversations view, where calls can be filtered and selected.
3

View results

Once the group is created, it appears on the Agent Analysis page. Each group shows a visual breakdown of categories and a list of processed calls.Click Open to review individual calls and access transcripts and metadata.
4

Edit if needed

Category assignments can be edited manually. These changes persist unless the call is reprocessed in a new batch.

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Analysis over time

Agent Analysis can run automatically as a one time analysis, or on a daily or weekly schedule. How scheduled batches work:
  • Set up an automated schedule from the Agent Analysis dashboard
  • Choose daily or weekly runs to continuously analyze the latest call data
  • Each batch appears as a new entry, with trend visualization across multiple runs
  • Review progress using bar charts and filters that compare results from recent batches

Smart Analyst

Explore patterns across conversations using natural-language questions and deep sampling.

Conversation review

Review detailed transcripts and metadata for individual conversations.

Safety Dashboard

Monitor safety metrics and risky interactions across your agent.

Transcripts

Export and archive call transcripts for compliance and training.
Last modified on April 20, 2026