Call Intelligence Feature¶

Overview¶

Call Intelligence (/call-intelligence) provides AI-powered analysis of phone calls, meeting recordings, and call recordings. It automatically transcribes calls (Arabic and English), analyses sentiment, extracts action items, detects keywords, and generates AI summaries — all powered by Google Gemini 2.5 Flash. The feature includes a comprehensive analytics dashboard, agent performance tracking, and call minutes quota management.

Features¶

1. Call Records Management¶

Record Upload: - In-app upload via drag-and-drop or file picker - Webhook upload for external systems - Mobile API upload (multipart, up to 50 MB) - Automatic call logging from SIP softphone - Supported formats: MP3, WAV, OGG, M4A, WebM

Record Metadata: - Caller / callee identification - Phone number linking to contacts - Call duration and timestamp - Channel source (SIP, mobile, Zoom, webhook) - Recording file and transcript storage

Call Outcome Tracking: - Outcome labels: Answered, No Answer, Busy, Voicemail, Callback Requested, Not Interested, Follow-up Scheduled, Deal Closed, Wrong Number, Other - Notes and follow-up flags - Linked deals and tasks

2. AI Transcription¶

Automatic Transcription: - Arabic and English language support - Speaker diarisation (who said what) - Timestamped segments - Multi-vendor AI support with Gemini fallback for audio - Silence detection — skips AI processing on empty recordings

Transcript View: - Searchable transcript text - Speaker labels (Agent / Customer / Unknown) - Segment timestamps - Inline playback sync

3. AI Analysis¶

Sentiment Analysis: - Overall call sentiment: Positive, Neutral, Negative - Sentiment distribution charts - Sentiment trends over time - Per-segment sentiment scoring

AI Summary: - Automated call summary generation - Key topics identified - Conversation highlights - One-click summary view per call record

Action Item Extraction: - Automatic detection of follow-up tasks - Assignee suggestions - Due date inference - One-click task creation from action items

Keyword Detection: - Configurable keyword lists per organization - Keyword frequency tracking - Keyword trend analysis over time - Call classification by keyword presence

Call Classification: - Auto-categorised call types: Sales, Support, Complaint, Inquiry, Follow-up, General - Classification confidence score - Manual override capability

4. Analytics Dashboard¶

Call Volume Charts: - Calls over time (daily, weekly, monthly) - Total calls, total duration, average duration - Channel breakdown (SIP, mobile, Zoom, webhook) - Peak calling hours

Sentiment Distribution: - Pie/bar chart of positive / neutral / negative calls - Trend line over selected period - Agent-level sentiment breakdown

Agent Performance Leaderboard: - Calls handled per agent - Average call duration - Sentiment score per agent - Conversion correlation (calls vs deals closed) - Response time metrics

Keyword Trends: - Most frequent keywords over time - Keyword cloud / tag cloud - Emerging keyword alerts

Minutes Quota Tracking: - Monthly call minutes allowance - Minutes used vs remaining - Quota exhaustion alerts - Admin top-up capability

AI Token Usage Monitoring: - Tokens consumed per transcription / analysis - Cost tracking for BYOK users - Usage trends and forecasting

5. Multi-Vendor AI Support¶

AI Vendor Selection: - Organization-level AI vendor configuration - Supported vendors with Gemini as fallback - Vendor-specific model selection - Automatic fallback on vendor failure

Gemini Audio Fallback: - If primary vendor fails or doesn't support audio, falls back to Gemini 2.5 Flash - Ensures transcription availability regardless of vendor status

6. Call Recording & Storage¶

Recording Persistence: - All recordings stored in Supabase Storage - Appgain CDN routing for fast playback - Access-controlled playback (organization-scoped) - Download capability for authorised users

Mobile Call Recorder: - Native mobile app records calls - Multipart upload via /call-recording edge function (up to 50 MB) - Automatic contact matching by phone number - Automatic outcome capture

7. Integration Points¶

Zoom Integration: - Cloud recording sync via webhooks - Google Calendar polling for missed webhooks - Automatic import of Zoom meeting recordings - Recording linked to scheduled events

SIP Softphone: - WebRTC-based softphone using sip.js - Automatic call logging on dial / hang-up - Real-time call status in UI widget - One-click recording attachment

Contact Timeline: - Call records appear in contact activity timeline - Unified view of messages, calls, tasks, notes, deals - Click-through to full call analysis

8. Permissions & Access¶

Role-Based Access: - can_access_call_intelligence permission required - can_see_all_call_records — view all org calls vs own calls only - can_manage_call_settings — configure AI vendor, quotas, keywords - OWNER / ADMIN have full access

View-Only Demo Mode: - Demo mode displays sample call data with AI analysis - Read-only for prospective customers - No real recordings processed

Use Cases¶

Use Case 1: Sales Call Analysis¶

Scenario: Sales manager wants to understand why deals are won or lost by reviewing call patterns.

Steps: 1. Upload or record sales calls 2. AI transcribes and analyses each call 3. View sentiment trends — are closing calls more positive? 4. Check keyword trends — which objections come up most? 5. Review action items — are follow-ups being completed? 6. Compare top performers' call patterns in leaderboard

Expected Outcome: Identify winning call patterns, common objections, and coaching opportunities.

Use Case 2: Support Quality Monitoring¶

Scenario: Support manager needs to monitor call quality and customer satisfaction.

Steps: 1. All support calls automatically recorded and transcribed 2. Filter calls by sentiment = Negative 3. Review transcripts for coaching moments 4. Check action items for missed follow-ups 5. Track average sentiment score per agent

Expected Outcome: Proactive quality assurance, faster agent coaching, improved CSAT.

Use Case 3: Compliance & Documentation¶

Scenario: Financial services firm needs documented records of all client phone conversations.

Steps: 1. Enable automatic recording for all SIP calls 2. All recordings transcribed and stored securely 3. Searchable archive by contact, date, or keyword 4. Export transcripts for audit requests 5. Retention policies enforced (90-day default)

Expected Outcome: Complete, searchable, auditable call documentation.

Use Case 4: Meeting Recording Analysis¶

Scenario: Project manager wants AI summaries of weekly client meetings.

Steps: 1. Sync Zoom cloud recordings 2. AI transcribes and summarises each meeting 3. Action items extracted and converted to tasks 4. Keywords tracked (e.g., "deadline", "budget", "blocker") 5. Team reviews summaries instead of re-listening

Expected Outcome: Save hours per week on meeting review; nothing falls through cracks.

Test Cases¶

Test Case 1: Upload and Transcribe¶

Test: Verify call upload and AI transcription

Steps: 1. Go to Call Intelligence 2. Click Upload Recording 3. Select an MP3/WAV file 4. Enter caller and callee details 5. Save 6. Wait for AI processing 7. Verify transcript appears 8. Verify sentiment and summary generated

Expected Result: Recording uploaded, transcribed, and analysed successfully.

Test Case 2: Analytics Dashboard¶

Test: Verify dashboard metrics

Steps: 1. Upload multiple call recordings 2. Go to Call Intelligence → Dashboard 3. Verify call volume chart populated 4. Verify sentiment distribution accurate 5. Verify agent leaderboard shows correct data 6. Verify keyword trends visible

Expected Result: All dashboard widgets populated with correct data.

Test Case 3: BYOK Configuration¶

Test: Verify custom AI vendor setup

Steps: 1. Go to Settings → Call Intelligence 2. Select AI vendor and model 3. Enter API key (if BYOK) 4. Save settings 5. Upload test recording 6. Verify transcription uses selected vendor 7. Verify fallback to Gemini on failure

Expected Result: Custom vendor used; fallback works on failure.

Test Case 4: Minutes Quota¶

Test: Verify quota tracking

Steps: 1. Check current minutes quota in settings 2. Upload a 5-minute recording 3. Verify quota decrements by ~5 minutes 4. Attempt upload when quota exhausted 5. Verify quota-exceeded message

Expected Result: Quota tracked accurately; upload blocked when exceeded.

Test Case 5: Contact Timeline Integration¶

Test: Verify call record in contact timeline

Steps: 1. Upload recording linked to a known contact 2. Go to Contacts → select that contact 3. Open Activity Timeline 4. Verify call record appears 5. Click call record 6. Verify navigates to full call analysis

Expected Result: Call record visible in contact timeline with link to analysis.

Document Version: 1.0.0 Last Updated: June 2026