Call Analysis Report Improvements

Wish List
1

Hello,

We have been testing the Call Analysis Report feature and we love it!

:information_source: I set this category to Wish List, but it also contains some bugs

Here are our findings which we think will be super helpful!

1) Call Information In Email Report

Right now, the email report does not include the call information, such as:

  • Caller
  • Callee
  • Date/Time
  • Direction
  • Call Center Call?

We would love to have these as variables so we can include it in the email.

2) Long calls - OpenAI Rate limits and Email File Size Limits

I tested generating the analyses on a 20 minute call.

  • With OpenAI tier1, it just gave me an API error in VitalPBX. Assuming because of tier1’s rate limit.
  • With OpenAI tier2, it was able to generate the transcription in the CDR page, but it never sent the email. It said that the email was successfully sent, but it actually wasn’t sent. Looking at the mail logs, the audio file was too large to be sent (22M)

For the first issue: I guess you should give a warning when using tier1, or perhaps break it up in batches.
For the second issue: I would suggest trying to convert the file to MP3, or perhaps not include it and just include a HTTP link to the recording on the PBX (with authentication!)

3) Cashing

It would be super helpful to cache the transcriptions and reports that have already been generated. Obviously, we should be able to delete these cached items with the maintenance module.

4) Sonata Stats Generate.

It would be super helpful if you can allow generating these reports in the Sonata Stats module.

5) Call Sentiments Reports

For managers, this is probably the most helpful part of the report. We would love to be able to create filters in Sonata Stats or Sonata Recordings based on Sentiments percentages for calls that were already analyzed.

6) Auto Analyze Calls

We would love to be able to set different conditions to auto generate the analyses reports.
For example, be able to enable based on:

  • Queue
  • Extension(s)
  • Inbound Route
  • Global

Of course, we should be able which should just be generated and which should be sent via email as well.

If you allow to enable auto analyses, then #5 will work best when auto enabled.

Thank you for your hard work!

3 Likes
2

  1. Call Information in Email Report
    We appreciate the suggestion! We’ll look into adding the requested call information to the email report. If by “Caller” and “Callee” you mean the phone numbers, please confirm, as the names are already included. Could you clarify what you mean by “Call Center Call”?

  2. Long Calls - OpenAI Rate Limits and Email File Size Limits
    Great points here. Unfortunately, it’s challenging to detect the specific OpenAI tier a customer is using, as the API doesn’t provide that information. Splitting the audio for processing is an option we can consider, though splitting too aggressively may affect transcription accuracy. For large files, converting to MP3 or linking to the recording (with secure access) is a good alternative; we’ll explore this as a potential enhancement.

  3. Caching
    We do cache all call analysis results in the database for future access, so those are available whenever needed. This ensures that previously generated reports can be retrieved without reprocessing the audio.

  4. Sonata Stats Report Generation
    We’re considering adding this as an on-demand feature within Sonata Stats. Given the potential load on systems with high call volumes, adding it selectively could help avoid excessive CPU usage right after calls are completed.

  5. Call Sentiment Reports
    Thanks for the suggestion! We have our own ideas about how we’d like to approach sentiment analysis, but we’ll keep this feedback in mind as we continue developing the feature.

  6. Auto Analyze Calls
    Instead of automatic generation, we’re exploring the option to offer this as an on-demand feature. This would allow users to initiate analysis on specific calls only as needed, helping to avoid overloading the server with audio post-processing tasks.

1 Like
3

Thank you so much for your detailed response!

Yes, the full extension name, number as well as the caller ID name and number.

I guess you can add a informational notice that this works best with at least tier2.

If it is a queue call. Meaning, if this agent answered the call in a queue.

Great! Will the maintenance module also remove these?

Thanks again for your time