Lesson 21: Call Analysis & Post-Call Insights

Retell University Module 6: Monitor, Test & Optimize
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Call Analysis & Post-Call Insights

Call Logs

Every call in Retell is logged with:

  • Full transcript (what was said, by whom)
  • Audio recording
  • Call duration and timestamps
  • Call outcome (completed, transferred, hung up, etc.)
  • Any errors or issues

Post-Call Analysis

Automatically extract structured data from calls:

  • Sentiment — was the caller happy, frustrated, neutral?
  • Intent — what did the caller want?
  • Custom fields — extract specific data points you define
    • Example: “Did the caller schedule an appointment? What date?”
  • Summary — auto-generated call summary

Setting Up Analysis

  1. Go to your agent’s Post-Call Analysis settings
  2. Define the data points you want to extract
  3. Each call will be analyzed automatically
  4. View results in the call log or via API/webhook

Using Insights

  • Track conversion rates (how many calls result in appointments?)
  • Identify common questions (update your KB or prompt)
  • Spot issues (where do callers get frustrated or hang up?)
  • Export data for reporting and dashboards