Use call sentiment, AI summaries, and transcripts to review interactions faster, identify at-risk outcomes, and support consistent coaching.
Quick Start
Open Interaction History and select the calls you need to review.
Use the sentiment label and conversation summary to prioritize follow-up.
Open a call detail screen when you need the full transcript.
Prerequisite
You need access to Storable CRM Interaction History and call detail screens. To use Snowflake reporting, your organization must have access to the Snowflake data share.
Review Call Insights
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Open Interaction History, then select either Unprocessed or All calls.
Review the sentiment label displayed for each call to identify positive, neutral, or negative interactions.
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Use the sentiment label to prioritize the calls that need attention.
Sentiment Analysis evaluates the words in a transcript and assigns an overall Positive, Neutral, or Negative score. It does not evaluate the caller’s or employee’s tone of voice.
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Review the conversation summary to understand the call purpose, outcome, and next steps before opening the full transcript.
Conversation Summary generates a concise AI summary for each call transcript, helping you triage interactions from history lists and reports.
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Open any call detail screen to review the complete transcript, summary, and sentiment result.
All call transcripts automatically redact sensitive Payment Card Information (PCI).
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When reviewing the Unprocessed Call List, use the sentiment labels to quickly scan and prioritize calls.
Use Insights Elsewhere
Review sentiment and summaries while grading calls from the employee list or to-do list, or while viewing the Customer history tab or Lead history tab.
Open the Agent Sentiment Summary and Call Sentiment Report to review reporting metrics.
Access Snowflake Data
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Open the Sentiment_Analysis view in the Snowflake data share to access sentiment and summary data.
Column name
Description
summary_id
Unique identifier for the AI-generated summary record.
call_log_id
Reference ID linking to the original call record.
account_id
Unique identifier for the client account.
location_id
Location where the call occurred.
sentiment_score
Numerical value representing overall call sentiment.
sentiment_label
Categorical result given, such as Positive, Neutral, or Negative.
summary
Concise text recap of the conversation highlights.
call_date
Date and time the call was placed.
agent
Staff member who fielded the call.
recording_url
Direct link to the stored audio file.