Outcome, with confidence
Routes the record: green, yellow and red can go to different places, and your CRM views and workflows can filter on it.
Call analytics · Insights
Call analytics and sector signals in one view
Not a transcript dump. Each conversation becomes a structured record: what the caller wanted, what happened, how certain the outcome is and what should happen next. That record feeds the CRM, dashboards and reports in one outcome standard.
After the form, DRING calls in two minutes, identifies itself and qualifies the workflow. See the callback flow.
The end-of-call record
One schema for every agent, every channel.
Voice, WhatsApp or chat, inbound or outbound: every call becomes one structured record, comparable across a support line and a sales campaign. Read together, the records surface market and management signals. For a single call, After-call workflows turn the outcome into the next step.
- Outcome: green, yellow or red, with a confidence level for the label itself.
- Reason tags: one to three short tags that explain the outcome, each with its own confidence.
- Sentiment: a label for the customer's tone at the end of the call, positive, neutral or negative. It is never turned into a score.
- Next action: another AI call or message, a handover or do-not-call, with the channel and any scheduled slot.
- Summary and handover: a short summary, warning flags for human review, and whether and why the call was handed over.
- Scores: CSAT or NPS when the customer was asked, plus call quality, intent strength and conversion likelihood. These come from Score and sit on the same record.
See how each field is used+
Reason tags
Ranked on the dashboard and in the performance report, so you can see why calls end the way they do.
Sentiment label
Shown next to the outcome and followed as a trend over the period. It stays a label and is never turned into a score.
Next action
Tells the follow-up what to do: another call or message, a handover or do-not-call. After-call workflows can carry it out.
Summary, warnings, handover
The first thing a teammate reads after a handover. Warning flags put a call in front of a person for review.
Scores from Score
CSAT or NPS only when the customer was asked. Call quality, intent strength and conversion likelihood are derived by Score.
Outcomegreen · confidence high
Lead statusqualified for next step
Reasonspricing question · decision next week
Sentimentpositive
SummaryReached the operations manager. Needs weekly pallet shipments to Germany. Wants a rate sheet. Decision after the board meeting next week.
Next actioncompany call · phone · scheduled
Warningsnone
Handed overno
Tip for the agentCustomer opened up after the agent named the shipping lane first. Keep the lane question early.
Outcome standard
Green means the same thing for the same kind of agent.
Outcome status is defined by the agent's purpose, not by mood. That is why a support line at one customer and a support line at another can be compared, and why a sales agent is never judged like a survey agent.
| Agent type | Purpose | Green | Yellow | Red |
|---|---|---|---|---|
| Qualification | Collect information and interest | Planned information collected, weak or strong lead alike | Half the information, "later", undecided | Clear "not interested" or "do not call" |
| Appointment | Get a booking or an informed acceptance | Booked, or invitation accepted with understanding | Undecided, wrong person, mechanical yes | "I do not want an appointment" |
| Support | Resolve the issue by AI | Resolved, customer closed the call | Not resolved, ticket or transfer | Rare: explicit "never call about this again" |
| Survey | Collect answers | Core question block completed | Availability problem, block incomplete | Refusal to take part |
| HR interview or reference | Collect candidate or referee information | Required items completed, regardless of verdict | Required field missing, consent not obtained | Declined to take part |
| Notification | Deliver a message to the right person | Delivered and acknowledged | Not reached, wrong person, voicemail | "Stop these notifications" |
| Booking or confirmation | Complete or confirm a transaction | Completed and confirmed | Information missing, technical failure | Customer declined |
| Collection or cancellation | Complete the requested action | Completed | Hesitation, terms unclear | Refused |
What red tells you
Red points at the pipeline, not the agent.
One red outcome is one call. A cluster of red under the same campaign or lead source is a different signal: it says something about where the call came from, not about how the agent handled it.
- A cluster of red under one campaign or lead source points at the campaign, the audience or the form, not at the agent.
- A cluster of yellow shows where a human follow-up call is worth making.
- A cluster of green shows the source worth scaling.
- Leads that do not deserve a call today can be parked for another list instead of being called again.
The same pattern also cleans up the record behind it: see how DRING writes back cleaner CRM data after every call.
Referral listMostly green · worth scaling
Paid search campaignMostly red · check the campaign, audience or form
Inbound web formMixed yellow · worth a follow-up call
Cold list importMostly red · park for another list
Dashboards
Per agent, per line, live.
Volumes, answer rates, outcome distribution, sentiment, handover rate, top reason tags and delivery signals, per agent and per line, updated as calls end. Filters for campaign, period, language and channel. Drift alerts when an agent's outcome mix leaves its expected range.
- Outcome funnel: reached, conversation, green share
- Reason-tag ranking: why calls end the way they do
- Handover rate and handover reasons
- Median and p95 response latency
- Unique customers and contact frequency, so you can see who is being called too often
Conversations in scopeCurrent view
Resolution across current production workloadsApproximately 72%
Agent conversation minutesMore than 10,000 per day
Outcome signalsTracked per workflow
Record deliveryPer call
Top reason tagsorder status · return request · payment question
Performance report
A report that says what to do, not only what happened.
Alongside the dashboards, your account team sends a written performance report on the cadence agreed for your account. Two sections in the same order every time, so trends are easy to see.
The period in four numbers
Total interactions, reached or answered, green share and sentiment split. Plus one sentence that sums up the period.
Where the calls came from
Volumes by day and hour, answer or reach rates, unique customers and contact frequency, channel split, after-hours share.
What happened and what next
Outcome distribution against the agent's standard, reason-tag ranking, handover reasons, sentiment trend, and recommendations you can act on, each with its expected effect.
Recommendations follow a rule, not a hunch
Each recommendation names the observation, the metric behind it, the action and the expected effect. If it cannot point to a number in the report, it stays out.
Same metric dictionary everywhere
The report, the dashboard and the CRM fields use one metric dictionary and one outcome standard. A number in the report can be traced to the calls behind it.
Sector signals
The whole line, read for market signals.
A single call answers one customer. Read across a line, a campaign or a market, the same calls become market and management signals: what customers ask for, where friction sits and what your team should do next. Each signal traces back to the source calls.
- Customer voice: what callers repeatedly ask for, praise, avoid or fail to understand.
- Market and price: budget language, competitor mentions, buying timing and reasons for hesitation.
- Product direction: feature requests and workflow gaps ranked by frequency, impact and confidence.
- Operating action: an owner, a priority and a measurable next step for the team.
Findings stay inspectable: volume, period, confidence and representative language, never a black-box headline. Confirmed learnings can feed the next release from Agent Factory, the way DRING builds, tests and improves agents.
Top movementIntegration questions rising before price objections
Recurring themesReviewed by period, with source calls attached
Price signalsTracked as plan-fit language, not assumed
Product gapsRanked with confidence and evidence
Suggested actionMake the integration path visible earlier in the call
See all sector signal categories+
Needs and friction
Questions, objections and compliments, by intent, region, language, channel or segment.
Price and buying signals
A price question separated from a price objection, tracked with timing and competitor references.
Requests worth ranking
Repeated feature language turned into a ranked signal, with confidence and source calls.
Patterns across the market
Themes compared across lines and teams: demand shifts and new terminology.
Where the process breaks
Handovers and lookups that consume time, assigned to the right workflow.
Every insight is inspectable
Volume, period, confidence and, where permitted, a path to the call.
Where the data goes
Into your systems, in seconds.
The end-of-call record is delivered by webhook or email, written to your CRM through Connect, and kept on the DRING dashboards. Your fields can be added per agent as extra analysis items. Across current production workloads, DRING handles approximately 300,000 customer conversations per month.
- Hang-up
Analysis runs
The conversation is analyzed against the agent's outcome standard and your extra fields.
- Seconds later
Record delivered
Webhook, email or CRM write-back, with outcome conditions so green, yellow and red can go to different places.
- Continuously
Dashboards update
Per agent and per line, with drift alerts to DRING first and to you when action is needed.
- On your cadence
Report sent
The same structure every time, with recommendations and the actions we took.
FAQ
Insights questions.
How is automatic analysis checked?+
Outcome labels are reviewed against human QA criteria. Disagreements feed the calibration set, and the test pipeline checks for drift before a controlled release.
Can we add our own fields?+
Yes. Extra analysis items are defined per agent with a name and a short instruction, and appear in the record, the webhook and the dashboards.
Does Insights score calls?+
No. Insights reports outcomes, reasons and labels. Scores such as CSAT, NPS and call quality come from Score and appear on the same dashboards.
Do you infer CSAT from tone?+
No. A CSAT value is recorded only when the customer was asked and gave a number. Sentiment is a label, positive, neutral or negative, and is never turned into a score.
Can we export everything?+
Yes: webhooks per call, CSV exports from the dashboards, and the performance report as PDF. Recordings and transcripts follow the retention set in your contract.
See a real report, anonymized.
Leave your number and DRING calls you in two minutes to understand your reporting needs. Then we walk you through an anonymized performance report.