What you track, and how it is decided
Six standard blocks plus the questions specific to your business — proposed from your calls, confirmed by you.
Every call is read against one set of questions, called the schema. It has two halves.
The standard blocks
- Category and outcome — booked, missed, spam, wrong service, voicemail, follow-up, other.
- Revenue mentioned — an amount pulled from the conversation when one was said.
- Handling scorecard — the checks that matter for your kind of call, each scored.
- Topics — things callers asked for that you do not offer, in their words.
- Follow-up — whether the caller was promised one, and by when.
- Voicemail detection.
Your own questions
Typed questions — yes/no, a choice, a number, free text — that only make sense for your business. A dental practice asks “Was a cost actually given?”. A skincare brand asks “Was an alternative to a refund offered?”. A freight company asks “Was a next step booked on the call?”.
How the first set is chosen
At signup you answer three short questions about the business. From those and a sample of your first calls we write a profile, propose the questions worth asking from day one, and lay out a starter dashboard. Nothing applies until you have looked at it and confirmed — you can edit, remove or add before the first call is read.
VersionsA schema is immutable once active. Changing a question creates a new version, and every answer records which version produced it, so a bad batch can be found and re-run.