Outcome

The Outcome tab controls what happens after a conversation finishes. It has three areas: Saved recordings and transcripts, AI Analysis, and Custom Analysis.

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Saved recordings and transcripts

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Save Call Audio

Turn on Save Call Audio to keep a playable recording for review in Conversation History. Use recordings to review the conversation, coach your team, and investigate call quality.

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Transcript Storage

Turn on Transcript Storage to keep the conversation transcript available in Conversation History for review, analysis, and follow-up. Both options are enabled by default for new agents. Choose the settings that fit your team’s review and privacy needs.

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AI Analysis

The built-in AI Analysis controls are:

• Call Summary — generates a concise English recap after the conversation.
• User Sentiment — classifies the caller’s overall sentiment as positive, neutral, or negative.

The analysis also records a high-level outcome such as interested, not_interested, needs_followup, resolved, or unknown, and identifies the primary conversation language. Results appear in Conversation History after processing. Very short conversations may not have enough information for meaningful analysis. If analysis fails, the conversation remains available and the result is marked unavailable rather than blocking finalization.

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Custom Analysis

Use Custom Analysis when the built-in summary and sentiment fields do not capture the business outcome you need. Examples include qualification, objections, next steps, disposition, or whether a customer provided a required detail.

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Organize analysis into categories

Create categories such as Qualification, Objections, or Next steps. Categories can be enabled or paused independently.

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Add analysis items

Each item has a name, a prompt describing what to extract, and an answer format:

• Free text for an explanation or concise extracted value.
• Predefined for a controlled list of options.
• Both when the item needs a selected option plus supporting text.

Free-text items can use the expected formats text, timestamp, numeric, boolean, or email. Predefined items can include option values and condition prompts. Keep each item focused on one question so the result is consistent across conversations.

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Test before enabling

After adding at least one category and item, select Test, paste a representative transcript, and inspect the structured result. This is the fastest way to find ambiguous prompts or options that overlap. Turn on Custom Analysis only after the test looks correct. When enabled, Vocily analyzes each conversation using your categories and items and displays the structured result with the conversation. Turning it off stops new analyses but keeps your categories and items so you can revise and enable them again later.

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Use outcomes in workflows

Post-call custom APIs can run after custom analysis completes, while other APIs can run when the conversation, recording, or built-in analysis completes. See Capabilities for workflow phases and trigger points.

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Save and review

Save the agent after changing the recording, transcript, or built-in analysis switches. Custom analysis categories and items are created and edited from their own controls. Review the result in Conversation History, then refine the prompts when the extracted outcome is too vague, missing, or overconfident.