Configure call categories, sentiment, and handlers

Define the categories, outcomes, conversion values, sentiment values, and staff roster that every analytics view reads from.

Every category badge, sentiment average, conversion rate, and revenue figure in the dashboard comes from three lists you control under Settings > Call Analysis. The analysis can only choose from the values you have configured, so these lists decide what your reporting is able to say. Changes take effect on calls analyzed afterwards; calls already analyzed keep what they were given.

What each list controls

Creating, editing, and removing these values is a manager-level action. Anyone with access to the phone system can read them.

Set up call categories

1. Open Settings > Call Analysis > Call Categories.
2. On an empty list, select Load Defaults to install the standard set, then adjust it. The defaults include an appointment-booking category, which is what the Today dashboard’s appointment cards look for.
3. Select Add for anything the defaults miss.
4. Give the category a Code in capitals with underscores, beginning with a letter — for example PARTS_INQUIRY. The code is permanent; the Label beside it is what people see and can be reworded any time.
5. Write a Description that explains when this category applies rather than restating the label. The description is the instruction the analysis uses to choose between similar categories, so a vague one produces vague classification.
6. Set Status to active. Only active categories are offered to the analysis.
7. Use the order arrows to arrange the list. Order is presentation, not precedence — it does not make one category win over another.

Record outcomes and conversions

Outcome options turn a category from a label into a measurable result. Each option has its own code and label plus a Conversion switch.

• Add one option per way the conversation can end — APPOINTMENT_BOOKED, CALLBACK_SCHEDULED, DECLINED.
• Turn Conversion on for the options that count as a win. A category with at least one such option becomes conversion-capable, which is the gate every conversion measure uses: the conversion rate cards, the conversion stats table, and the missed-revenue estimate all ignore categories that can never convert, so they are not diluted by wrong numbers and support calls.
• A call is marked converted when its outcome is one of the options you flagged. An outcome the analysis cannot match to your list is recorded as not converted rather than guessed.
• An outcome code locks once you have entered it and moved on, so a code already in use cannot quietly change meaning. Remove the row to start over.

Set what a conversion is worth

Default Conversion Value is the dollar amount a converted call in that category is credited with. It accepts whole dollars or two decimal places.

• The value is stamped on the call when it converts, so later edits do not rewrite history.
• Revenue (period) on the Revenue dashboard totals those stamped values.
• Missed revenue multiplies the same value by the answered calls in that category that did not convert, so a category without a value contributes nothing to the estimate.
• You can also edit these values in one place from the Revenue dashboard’s missed-revenue widget, which lists every category and flags the ones still unpriced.

Sentiment values

Settings > Call Analysis > Call Sentiment holds three independent lists on their own tabs:

• Overall — the headline read on the call, used for the sentiment donut and the calls-by-extension breakdown.
• Customer — the caller’s mood, for spotting experience problems.
• Employee — how your staff came across, for coaching.

Each list works like the category list: code, label, status, and order, with Load Defaults on an empty list.

The standard values carry a numeric score from 0 to 100, and those scores are what the sentiment averages, the sentiment trend, and the coaching leaderboard aggregate. A value you create by hand has no score: calls coded with it still appear in the distribution charts and in Call Log filters, but they cannot move an average. Prefer relabelling a standard value over adding a new one when you want your own wording, and ask support if you need a scored value of your own.

Call handlers

A call handler is the person who actually spoke on the call, which is not the same as the extension it was answered on — several people can share one phone. Attribution is only possible against a roster you provide.

1. Open Settings > Call Analysis > Call Handlers.
2. Select Add, enter the person’s name, and optionally a description.
3. Link the extensions that person normally uses. Linked extensions are hints that help the analysis pick the right person; they are not a hard assignment.
4. To load a team at once, select Import and paste rows as comma-separated values — name, description, extensions — with extension numbers separated by semicolons, for example 101;102. Only the name is required, a header row is detected automatically, and up to 255 rows are accepted. The preview shows exactly which rows will be created, skipped, or blocked before anything is written. Names that already exist are skipped: import never updates or reactivates an existing person.
5. When someone leaves, deactivate them instead of deleting. Deactivation removes them from the roster the analysis can choose from while keeping their name on the calls they already handled. Reactivate the same entry if they return.

Only active handlers are offered to the analysis, and it returns an honest Unknown rather than guessing when no one on the roster fits.

Expected result

The analysis classifies calls into your categories with your outcomes, sentiment values resolve to labels your team recognizes, handled-by attribution names real people, and the Revenue dashboard has the outcome and dollar configuration it needs to produce numbers.

Troubleshooting

• Conversion rate and missed revenue are blank: No category has an outcome with the conversion switch turned on, or no conversion-capable category has a dollar value.
• Calls are landing in the wrong category: Sharpen the descriptions. Two categories whose descriptions overlap will be chosen between inconsistently.
• A new category is never chosen: Confirm its status is active. Inactive values are not offered to the analysis.
• A chart shows a category name you do not recognize: Deleting a category does not change calls already classified with it. Those calls keep the code and the chart falls back to a tidied version of the code. Set a category to inactive instead of deleting it when you want history to keep reading correctly.
• Sentiment averages stay blank while sentiment badges appear on calls: The values in use have no numeric score. Load the standard values, or relabel them, rather than creating new ones.
• The code field is disabled while editing: Codes are permanent once created. Change the label, or create a new value and deactivate the old one.
• An import row is blocked: The preview names the reason — usually an extension number that does not exist on this phone system, or a name that is already on the roster.

Related guidance

• Read the Today, Overview, and Revenue dashboards.
• Score calls with scorecards.
• Coach your team with call scores and sentiment.
• Review call recordings, transcripts, and AI analysis.
• Create and manage extensions.