Multi-conversation insights (MCI) allow you to get aggregated insights from each of your campaigns. These can be viewed in CallRail or delivered directly to your inbox. Spending time analyzing individual transcripts and summaries is a thing of the past. With multi-conversation insights, you’ll receive complete source status reports delivered directly into your inbox.
Multi-conversation insights is available to CallRail customers on a Premium Conversation Intelligence plan.
Viewing Multi-conversion insights in-app
Your Multi-conversion insights can be viewed on your CallRail account home page. Opening the panel will show all insights (if you have three or more) and link you to a full MCI report.
You can also view the MCI report by selecting the Activity tab, then Multi-conversion insights.
Viewing MCI notifications as emails
The MCI notification will be sent weekly to selected users based on the Company and Source they’ve chosen. The top of the report will summarize calls for that source from the last week and provide a brief summary.
If you’d like to dig in further, you can select View all call summaries to be taken to the Call Summary report for further analysis.
Below the call summaries, you will see a breakdown of the sentiment scores of all calls captured in the segment.
The MCI notification will also surface commonly asked questions appearing on phone calls from the particular source, ranked by most common.
If you use CallRail's Convert Assist features, you will see an aggregate of all coaching prompts generated listed above the call sentiments.
Setting up MCI notifications
Follow these instructions to get MCI notifications set up for your user:
- Select the Account icon in the top left to open the My Account panel, then select Notifications.
- From the Notifications section, choose Multi-conversation insights.
- Select Set up insights email to customize the notification you receive.
- Select the Company, Source, and User from the drop-downs that want to receive this source notification.
- Select Save.
The above steps should be repeated for any additional sources you’d like to receive multi-conversation insights for and any additional users who want to receive this type of notification.
FAQs
Can I select multiple sources to be sent at the same time?
While you can create source summary emails for multiple sources and companies, you can only select one company and source at a time during the setup workflow.
When will I receive this notification type?
Weekly on Sundays around 9 pm (not Daylight Savings Time).
What interaction types will I be able to view insights for?
Multi-conversation insights are exclusively for Phone Calls.
If I am on a Healthcare Call Tracking plan, am I able to use this notification type?
At this time, customers on Healthcare Call Tracking plans cannot set up the multi-conversation insights notification. However, we’re working on a solution that respects PII requirements so that our HIPAA-compliant customers can receive these aggregated insights.