Ask and case studies

Use Ask for a quick answer, and Case studies for a report you can share.

Ask

Type a question about your calls in plain language. Every claim in the answer has a numbered source, with the quote or call summary and a link to the call, so you can check it yourself.

Ask reads the calls you can see. If no calls match, it says so instead of guessing. Ask about one topic or skill at a time.

Ask can also show how often something comes up and suggest coaching. The count covers the calls closest to your question, not every call. For exact numbers, start a case study. To act on a suggestion, create training for the agent from the answer. Answers are not saved.

Case studies

A case study is a longer report on a set of calls.

1. Choose New case study.
2. Pick a goal, such as a general summary, drivers of dissatisfaction, call reasons or your own question.
3. Name the study, choose which calls to include, then start it.
4. Wait until the status says Ready, then read the report.

Goals and calls

The goal tells the report what to look for. You can pick a general summary, call reasons, drivers of dissatisfaction, satisfaction, escalation or repeat contact, compliance deviations, sales opportunities, or a Custom question. If the calls can’t answer your question, the report says so.

Narrow the calls by team, agent, queue, period or topic. A topic matches by meaning, not exact words. You can also paste external IDs, or upload a .txt or .csv file. Only calls you have access to are included, and the set is fixed when you start.

Findings come from a sample of calls that is read in full. The numbers count every call.

While it runs

A study waits its turn if another one is running. You can leave the page, and the report appears in Case studies when it is ready. If a study stops before the report is written, choose Run again in the list or Set up a new study on its page. A new study opens with the same goal and filters. Check them, then start it.

Reading the report

The report has a summary, key findings with quotes you can open, and exact numbers for contact reasons, sentiment, skills and checks. Choose Ask about this finding for a follow-up. Answers use only the calls in the study.

The last section, What this study can’t tell you, lists questions the calls couldn’t answer. It says why, and what data would answer them.

Exports and sharing

Choose Export to download a PDF or CSV, or to print the report. The files leave out quotes and call IDs.

You can share a finished case study with Share. Clients sign in and open shared reports by link, without quotes or follow-up questions. An admin or the person who created the study can also turn on a public link. It leaves out quotes, call IDs, skill averages and check pass rates, but AI-written text can still name people, so read it before you share.

Who sees which studies

Managers see the studies they created. Admins see every study in the company. Clients can’t see the list, only reports shared with them.