How does call analytics work?

After each call ends, the AI reads the full conversation and writes one report. It picks an outcome from your campaign list, records the questions on both sides, sets the next action and summarizes the call. Outbound calls also get service-specific details such as a BANT score.

What is the difference between call analytics and call recording?

A recording is only audio. Call analytics tells you what happened on the call: the outcome, the questions, the agreed next step and any booking or callback, without listening to the audio.

Conversation analytics vs speech analytics: what's the difference?

Speech analytics focuses on the words spoken on a call. Conversation analytics looks at the whole exchange: what was asked, how it was answered and what happened next. OnDial's reports are built on the whole conversation.

What is auto QA in a call center?

Auto QA means a system reviews calls automatically instead of a person sampling a few. OnDial reviews every call and produces a report for each.

What metrics should I track in call analytics?

Start with the fields in every report: call outcomes, demo or appointment booking rate, callback requests, next-action priority, and for lead qualification, interest level and BANT score. For inbound calls, track features used and how often a human callback is needed.

Does OnDial analyze both inbound and outbound calls?

Yes. Each has its own report. Outbound has a common part plus service-specific details. Inbound has one report used for every industry.

How does OnDial decide whether a callback is needed?

For inbound calls, it is Yes only when a person still needs to call back, such as when the caller asked for one, the agent promised follow-up or the request was left unfinished.

Can I use my own outcome labels?

Yes. Each call's outcome is picked from the list you set for your campaign, using the exact names you chose.

Does the report include follow-up emails or WhatsApp messages?

Yes, when those channels are turned on. The report includes the contact details, your template subject or title and the final message.

Call Analytics

AI Call Analytics That Turns Every Call into One Clear Report

OnDial's AI call analysis reviews every inbound and outbound call and writes a single report for it: how the call ended, what was asked, what was agreed and what to do next. No call is left unreviewed, and no one has to listen to recordings to find out what happened.

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Every call reviewed
One report per call
Inbound and outbound

Overview

What AI Call Analytics Looks Like at OnDial

OnDial is an AI call analytics platform that reviews the full conversation after every call and creates one clear report for it. Outbound and inbound calls each have their own report format. This is post-call analytics built for action, not just archiving. Each report records the outcome, the questions on both sides, a short summary and the follow-up the call should trigger. Because every call gets a report, you get 100% call monitoring without anyone reviewing calls by hand.

Outbound call analysis

A common report that is the same for every outbound service, plus extra details for the service being run, such as lead qualification.

Inbound call analysis

One report used for every industry, with the call category and the features used on the call built in.

Challenge

Calls Happen. Understanding Them Is the Hard Part

Outcomes are unclear. Without a consistent way to label calls, interested and just willing to talk get mixed up.
Follow-ups slip. Nobody records who needs an email, a WhatsApp message or a callback, or how urgent it is.
Customer questions are lost. What people asked, and how the agent answered, stays buried in audio.
Callbacks are inconsistent. Some callers get a promised callback and others are forgotten.

AI call analysis fixes this by giving every call the same structure, so your team reads a report instead of listening to a recording.

Comparison

Call Analytics vs Call Recording

Focus	Call recording	OnDial AI call analytics
What you get	Audio file	One structured report per call
Call outcome	Not captured	One outcome from your campaign list, with a reason
Questions asked	Listen to find out	Recorded, with exact answers and insights
Next action	Not defined	Channel, priority and action set
Booking and callback	Not captured	Booked (Yes/No) and callback time captured
Coverage	Only the calls someone reviews	Every call reviewed

Process

How Call Analysis Works: From Call Ended to Report Ready

This is call transcription and analysis turned into one report, so the result is something you can act on right away.

The call ends

The AI reviews the full conversation automatically. No one has to request it.

The call gets one outcome

It is picked from the outcome list set for your campaign, with a short reason based on what the person said or did at the end.

Questions are recorded

Every question the agent asked, every real question the person asked and the answers on both sides are captured, each with a short insight.

The next action is set

The report names the follow-up channel, the priority and the specific step for this person.

The report is ready

You get a short summary, whether a demo or appointment was booked, and whether a callback was requested.

Features

What Every AI Call Summary and Report Includes

Call Outcome and Automated Call Disposition

Each call gets one outcome from the list you set for your campaign, with the exact name you chose. A short reason explains why it fits. Saying yes, this is a good time to talk only means the person will continue. It is never counted as accepting an offer, demo or callback.

Questions the Agent Asked

Every question the agent asked, the person's answer exactly as spoken (or Not Answered) and a one- or two-sentence insight.

Questions the Person Asked

Only real requests for a fact, price, feature, comparison or explanation, with the agent's reply exactly as spoken and an insight. Short replies and reactions are not counted.

AI Call Summarization

A short summary of how the call ended and the key facts that matter.

Next Action

The follow-up this call should trigger: channel (Email, WhatsApp, Both or None), priority (High, Medium or Low) and the specific action.

Demo or Appointment Booked

Shown as Yes or No. When booked, the report gives the appointment type (Demo Call or Site Visit) and the agreed date and time in IST.

Callback Requested

Shows whether a callback was agreed and when. Callbacks are kept separate from demos.

Capabilities

AI Call Analysis for Inbound Calls

Every inbound call gets one report, and the same report works for every industry. There is no extra service-specific section. A human callback is marked Yes only when a person still needs to call the caller back. It is Yes when the caller asked for a person or a callback, the agent promised human follow-up, or the request was left unfinished. It is No when the call already closed the request.

Category and features used. The call category comes from your campaign setup. Features are marked as used only when the call actually discussed or completed that topic, and only from your allowed list.
Conversation summary. The call in order, using only facts from the conversation: who called, what was asked and answered, what was agreed and how it ended.
Questions the agent asked. Each question, the caller's answer (or Not Answered) and a short insight.
Questions the caller asked. Only real requests for a fact, price, feature, comparison or explanation.
Human callback. Marked Yes only when a person still needs to call the caller back.

Benefits

Outbound Call Analysis: Common Report Plus Service-Specific Details

Every outbound report has two parts: a common part that is the same on every outbound call, and a service-specific part with extra details for the service being run.

Lead Intelligence

For lead qualification, the report records interest level (High, Medium or Low), the current solution, the main pain point, competitors mentioned, objections raised, the preferred way to be contacted (Email, Call or None), and whether they are the decision maker, with name and designation when shared.

Automated Call Scoring with BANT

Each lead qualification call is scored on BANT (Budget, Authority, Need and Timeline). The score shows how many of the four were confirmed, for example 3/4, with a short note on what was met and missed, based only on what was said on that call.

Follow-up Email and WhatsApp

When Email or Both is the next action, the report includes the person's email address, the subject line from your template and the full message. When WhatsApp or Both, it includes the mobile number, the template title and the final message. If no template fits, no WhatsApp message is drafted.

Conversation

Callbacks Handled Consistently on Every Call

When no time was given, set an earliest and latest callback day for your campaign. Closed days are skipped, and a time inside open business hours is picked. If the caller already agreed a time, that time is always used.

Step 01
Caller asks for a callback
The agent confirms the time they gave, or asks for a date and time.
Step 02
Caller is busy
The agent offers a callback, asks for a date and time and confirms it.
Step 03
Call is incomplete
The agent offers one callback, says what is still pending and confirms a time.
Step 04
Call is finished, or the person opted out
No callback is offered. A hard opt-out, such as don't call me or remove me, always falls here.

Integrations

Reports That Fit Your Workflow

Email and WhatsApp Follow-ups

Follow-ups are drafted from your own templates and sent only on channels you've turned on for the campaign.

HubSpot and Salesforce Call Analytics

Call outcomes, summaries and next actions can be sent to your CRM, including HubSpot and Salesforce.

One Report, Every Industry

The inbound report is the same across industries. Healthcare, real estate, insurance, banking, e-commerce, logistics and education teams all get the same clear structure, with the call category set by their campaign.

Enterprise Readiness

Enterprise AI Voice AgentsBuilt for Control

OnDial is enterprise voice AI for teams that need to decide what the agent can and cannot do. It works as an AI voice agent for enterprises.

HIPAA
Protected health information on every call
GDPR
Privacy-by-design for EU data subjects
PCI DSS
Secure handling of payment conversations
SOC 2
Audited security, availability & confidentiality
ISO Compliance & Security
Iso certified security and compliance

Outcomes

What Changes When Every Call Has a Report

Know how every call ended. One outcome, one reason, no guessing.
Understand what customers asked. Real questions and exact answers are captured on both sides.
Follow up faster. Channel, priority and action are set before anyone opens a recording.
Qualify leads consistently. Every lead qualification call gets the same BANT scorecard.
Stop losing callbacks. The four callback cases run the same way on every call.
Review less, learn more. Short summaries and insights replace listening to full calls.

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See OnDial's AI call analytics on your own calls.

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Frequently Asked Questions

AI call analytics reviews the full conversation after a call and turns it into a structured report. At OnDial, every call gets one report with its outcome, questions asked, a summary, the next action, and whether a demo or callback was agreed.