How AI Reports (Beta) Work in Calilio?

Calilio's AI Reports feature transforms your call data into actionable business intelligence. By automatically analyzing every conversation, the system generates comprehensive insights about customer sentiment, call patterns, and team performance—eliminating manual review and note-taking.

How AI Reports Work: The Process

Step 1: Enable Automatic Call Recording

All calls made through Calilio can be automatically recorded and stored in your call history — but to generate AI Reports, you must enable Auto Call Recording first.

Without turning this feature on, AI reports will not capture or analyze your calls.

Step 2: AI Analysis

Once a call ends, Calilio's AI engine immediately processes the audio recording to extract:

• Full transcription of the conversation
• Call reason (why the customer called)
• Call conclusion (outcome and resolution)
• Sentiment classification (positive, negative, or neutral)

Step 3: Instant Report Generation

The AI-powered report becomes immediately accessible in your callbox, ready for review, download, or sharing with your team.

Accessing AI Reports

To view your AI-powered analytics:

1. Log in to your Calilio account
2. Click Analytics from the left sidebar
3. Navigate through the AI-related sections in the sidebar menu

You'll find organized reports under these categories:

• AI Dashboard - Comprehensive overview with visual analytics
• Advanced Report - Detailed call-by-call breakdown
• Reason for Calls - Categorized call purposes
• Conclusion of Calls - Call outcomes and resolutions
• Call Resolution - Success metrics and follow-up needs
• Positive/Neutral Sentiment - High-performing interactions
• Negative Sentiment - Calls requiring attention
• Member Report - Individual agent performance
• Number Report - Performance by phone number

Key Features of AI Reports

1. Sentiment Analysis

The AI evaluates every conversation to classify customer sentiment as positive, negative, or neutral. Using natural language processing (NLP) and machine learning, the system analyzes:

• Tone of voice and inflection
• Word choice and language patterns
• Conversational context and flow

This helps you measure customer satisfaction, identify service issues, and evaluate agent performance objectively.

2. Automatic Call Transcription

Every call is converted from audio to searchable text in real-time. Benefits include:

• Zero manual note-taking
• Complete conversation records
• Easy search and reference
• Training and quality assurance material

3. Comprehensive Call Insights

Each AI report provides four essential components:

Transcript: Full word-for-word conversation text

Reason for Call: AI-detected purpose (e.g., "Customer Inquiry/General Information Call," "Service Follow-Up," "Product/Service Explanation Provided")

Call Conclusion: Quick summary of the outcome (e.g., "Resolved Calls: Issue Fully Resolved During The Call, Customer Confirms Satisfaction")

Sentiment: Classification as positive, negative, or neutral with percentage scores

4. AI Dashboard Analytics

The AI Dashboard provides visual analytics including:

Top Members by Sentiment Performance

• Bar charts showing which team members generate the most positive and neutral interactions
• Percentage-based performance metrics
• Comparative team analysis

Sentiment Trends Over Time

• Line graphs tracking positive, negative, and neutral sentiment patterns
• Identify improvement or decline in customer satisfaction
• Spot seasonal or campaign-related sentiment shifts

Summary of Call Sentiment Analysis

• Donut chart showing overall sentiment distribution
• Quick visual reference for team performance
• Percentage breakdown across all categories

Top Call Resolution Outcomes

• Most common call resolutions
• Success rate tracking
• Follow-up requirements

Top Reasons for Customer Calls

• What customers are calling about most frequently
• Volume and trend tracking
• Helps prioritize service improvements

5. Advanced Report Filtering

The Advanced Report section allows you to:

• Filter by sentiment type (positive, negative, neutral)
• Filter by agent name
• Filter by call type (incoming, outgoing)
• Filter by reason type
• Filter by call resolution status
• View detailed call information including customer names and phone numbers
• Access individual call transcripts with one click

6. Workspace-Specific Analytics

Reason for Calls Report Lists all identified call reasons with:

• Number of calls per reason
• Call volume percentage
• Week-over-week trend indicators

Conclusion of Calls Report Shows how calls ended with:

• Conclusion categories
• Call counts
• Volume percentages
• Trend analysis

Call Resolution Report Tracks resolution status including:

• Resolution type
• Number of calls resolved
• Call duration metrics

Member Productivity Reports Individual agent performance showing:

• Total calls handled
• Calls transcribed
• Sentiment percentages
• Average call duration

Number Report Performance metrics by phone number:

• Call strategy used
• Assigned team members
• Total calls and duration
• Team distribution

7. Exportable Reports

Download AI call reports in PDF or in CSV format for:

• Sharing with team members or stakeholders
• Integration with external CRM or business tools
• Compliance record-keeping
• Performance reviews

Understanding Sentiment Metrics

The AI analyzes multiple factors to determine sentiment:

Positive Sentiment Indicators:

• Friendly language and tone
• Expressions of satisfaction or gratitude
• Resolution acceptance
• Engaged conversation

Negative Sentiment Indicators:

• Frustration or anger in tone
• Complaint language
• Dissatisfaction expressions
• Unresolved issues

Neutral Sentiment:

• Factual, transactional conversations
• Information requests
• Routine inquiries
• Professional exchanges without emotional context

AI Reports (Beta) transforms raw call data into strategic business intelligence, helping your team deliver better customer experiences while continuously improving performance. The automated analysis ensures no insight is missed, even across hundreds or thousands of calls.

Ready to leverage AI insights? Log in to Calilio, navigate to Analytics, and explore the AI-powered reports waiting for you.

Need any help? Contact Calilio Support Team available 24/7  through the Live Chat.

Updated on: 28/11/2025