> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gnani.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customise your Analytics

The **Analytics Settings** section allows administrators to configure how call data is analysed and interpreted.

These configurations define what insights are extracted from conversations and how they appear across analytics dashboards and call-level analysis.

Administrators can configure:

* **Key words and phrase matching** – Detect specific words or phrases in conversations
* **Key Metrics** – Categorize calls based on predefined business conditions
* **Call Quality** – Monitor call quality signals such as silence
* **AI Call Analytics** – Extract deeper insights from conversations using AI

Once configured, these analytics are automatically applied to **all processed calls**.

Configured metrics and indicators are visible in:

* **Dashboard analytics**
* **Call listing view**
* **Individual call analytics page**

## 1. Key words and phrase matching

**Key Indicators** are used to detect the presence of specific **keywords or phrases** within call transcripts.

These indicators help teams track important signals in conversations, such as compliance statements, payment mentions, or escalation phrases.

The system scans transcripts and identifies **exact or similar phrase matches**.

***

## 1.1 Adding a Key Indicator

To create a new indicator:

1. Navigate to **Org Settings → Analytics Settings**
2. Select **Key Indicators**
3. Click **Add Key Indicators**
4. Enter the required information
5. Click **Add**

***

## 1.2 Key Indicator Fields

### Key Indicator

The name of the indicator you want to track.

Example:

* Payment Mention
* Escalation
* Verification Completed

***

### Keywords

Keywords define the words or phrases that the system should detect in transcripts.Multiple keywords can be added.

Example:

```text theme={null}
paid
payment done
already paid
transaction completed
```

***

### Persona

Defines whose speech should be evaluated for the keyword.\
Options include:

* **Agent**
* **Customer**
* **Both**

***

## Where Key Indicators Appear

Once configured, key indicators appear in:

* **Dashboard analytics**
* **Individual call analysis**

They help quickly identify whether important phrases occurred during the conversation

## 2. Key Metrics ( Call Classification)

**Key Metrics** are used to **categorize calls based on defined business conditions**.\
These metrics help classify the intent or outcome of a call.

For example:

* Payment Claimed
* Complaint Raised
* Information Request

Key metrics allow teams to analyze conversations at scale and understand the most common call outcomes.

***

### 2.1 Adding a Key Metric

To create a key metric:

1. Navigate to **Analytics Settings**
2. Select **Key Metrics**
3. Click **Add Key Metrics**
4. Enter the metric name and prompt
5. Click **Add**

***

### 2.2 Key Metric Fields

### Key Metric

The category name used to classify calls.

Examples:

* Payment Claimed
* Payment Pending
* Dispute Raised

***

### Prompt

The prompt defines the logic used to classify the call.\
It describes the scenario the system should detect.

Example:

```text theme={null}
Use this category when the customer clearly states that payment has already been completed.
```

The system analyzes the transcript and assigns the category if the condition is met.

***

## Where Key Metrics Appear

Configured key metrics appear in:

* **Call listing table (Key Metrics column)**
* **Dashboard analytics**
* **Single call analytics view**

They allow teams to quickly understand **why the call happened or what the outcome was**.

## 3. Call Quality

The **Call Quality** configuration allows administrators to define thresholds for identifying call quality issues.\
Currently, call quality analysis focuses on **silence detection**.\
Calls with excessive silence can be automatically flagged for review.

***

### 3.1 Configuring Silence Threshold

The **Dead Air Threshold** defines the maximum allowed silence duration within a call.\
If the silence exceeds this duration, the call may be flagged as a potential quality issue.

***

### 3.2 Steps to Configure

1. Navigate to **Analytics Settings**
2. Select **Call Quality**
3. Adjust the **Dead Air Threshold**
4. Save the configuration

***

### 3.3 Example

If the threshold is set to:

```text theme={null}
10 seconds
```

Any silence longer than 10 seconds will be considered **dead air**.

***

### 3.4 Where Call Quality Appears

Call quality insights appear in:

* **Call analytics page - Advanced call metrics**

## 4. AI Call Analytics

**AI Call Analytics** enables administrators to define **custom AI-powered metrics** that extract specific information from conversations.

These metrics allow organizations to automatically analyze calls for structured insights.

Examples include:

* Customer intent
* Call resolution status
* Issue type
* Customer sentiment patterns

***

### 4.1 Adding an AI Analytics Metric

To create a new AI analytics metric:

1. Navigate to **Analytics Settings**
2. Select **AI Call Analytics**
3. Click **Add Metrics**
4. Enter the metric name and prompt
5. Click **Add**

***

### 4.2 AI Analytics Fields

\
**Metric**

Name of the metric to extract.\
Examples:

* Call Outcome
* Customer Intent
* Escalation Risk

***

### Prompt

Defines what the AI should extract from the conversation.

Example:

```text theme={null}
Identify the main issue the customer is calling about.
```

The AI analyzes the conversation transcript and generates the required output.

***

### 4.3 Where AI Analytics Appear

Configured AI metrics appear in:

Call Analytics - Displayed in **individual call insights**.