Overview

AI Post-Call Analytics (PCA) automatically analyzes completed calls and transforms conversations into structured, actionable insights. It eliminates the need for manual call reviews by providing clear visibility into what happened during a call, how the agent performed, and what follow-up actions are required.

Where to Access PCA Insights

To go the PCA Insights in your Acefone account, first log in using your unique User ID and Password. Once logged in, you will be directed to the main dashboard. From there, locate the navigation menu on the left-hand side of the screen and click on "Insights". You will land on the Insights Dashboard; from there, click on Call Logs, which is located just to the right-hand side of the navigation menu on the top-left corner of the screen, as shown in below.

Then click on the arrow present along side to the call ID to land on the Calls Details Page.

Now you can view insights alongside call recordings and transcripts.

Key Features

Call Summary

Provides a clear, AI-generated overview of the entire conversation, enabling users to quickly grasp the call context.

Subject Extraction

Automatically identifies the primary intent or reason for the call.

Discussion Points

Highlights the key topics and themes discussed during the conversation.

Sentiment Detection

Analyzes customer sentiment and classifies it as positive, neutral, or negative.

Action Items

Identifies follow-ups or commitments mentioned during the call to ensure nothing is missed.

PCA Page Structure

The PCA experience is organized into the following sections:

Call Overview & Metadata
Agent & Customer Scores
Call Recording & Playback
Call Transcript
AI Call Summary (Subject, Discussion, Actions)
AI Insights (Moments & Quality Checklists)
Auto-Generated vs Manual Components

Benefits

Reduces time spent on manual call reviews
Enhances agent coaching, quality assurance, and performance tracking
Improves visibility into customer conversations
Enables data-driven decision-making based on real call interactions

Important Notes

PCA insights are generated after the call has ended
Accuracy may vary based on audio quality and supported languages
Feature availability may depend on your subscription plan

Get Started

Unlock AI-powered insights from every call. Contact Support to enable AI Post-Call Analytics for your account.