Summarization and structured analytics

When Transcription Analytics is enabled for an account, Speechlytics analyzes the completed transcript and adds a summary plus structured conversation fields to the call result.

Summary types

The account chooses one of two analysis profiles:

Profile	Optimized for
Sales	Sales performance, objections, business value, buying signals, outcomes, and next steps.
Customer Support	Issue categories, urgency, resolution, follow-up requirements, retention risk, and service quality.

The selected type controls the prompt used to analyze new calls and how agent results are aggregated. Changing it affects future processing; it does not reinterpret previously stored calls.

Speechlytics can also configure a custom analysis prompt for an account whose needs go beyond the two standard profiles.

One-party transcripts

When only one side of a call is transcribed (mono audio, a silent channel, or an account set to transcribe only the left or right channel), Speechlytics analyzes the call with prompts written for an agent-only transcript. The analysis then focuses on what the agent said and does not invent the customer's side.

Language of the analysis

Analysis is written in English by default. With native-language analytics, the summary and other written findings are produced in the call's own language, while the classification labels stay in English.

Result fields

callAnalysis holds the structured analysis in nine sections. In REST responses the keys are the labels below, spaces included (for example "Call Metadata"); webhook and call-event payloads use compact names instead (CallMetadata, ScoringInsights).

Section	Fields
Call Metadata	Agent, Customer, Call Type
Conversation Summary	Main Topics Discussed (list), Resolution / Next Steps
Customer Signals	Positive Indicators (list), Potential Concerns (list), Buying Intent Level, Urgency Level
Agent Performance	Strengths (list), Opportunities for Improvement (list)
Sentiment, Topics & Emotion	Topics (list), Overall Sentiment, Customer Emotion, Agent Emotion
Business Insights	Sales Opportunity, Upsell / Cross-sell Opportunities, Issue Category, First Contact Resolution, Escalation Signals, Customer Retention Concerns, Follow-up Actions Required, Risk Level, Churn or Objection Signals, Next Steps (Critical)
Extracted Keywords & Entities	Keywords (list), Entities with Names, Companies, Products, Dates, Contact Info
Scoring Insights	Ratings out of 5 (see below)
Quick Insight Summary	A one-paragraph takeaway

The object also carries callId and summaryType (0 Sales, 1 CustomerSupport). Which fields are filled depends on the profile: a support call typically leaves sales fields empty, and the reverse.

Scoring insights

Each rating is a string such as "4/5":

Rating	Profile
Customer Satisfaction, Agent Clarity, Professionalism & Tone, Resolution Effectiveness	Both
Sales Opportunity Management, Sentiment & Relationship Building	Sales
Issue Resolution Quality, Empathy & Active Listening	Customer Support
Overall Call Score	Both. Becomes the call's analyticsScore (4/5 = 80).

The classification fields (Overall Sentiment, emotions, Buying Intent Level, Urgency Level, Risk Level, Issue Category, Call Type, Sales Opportunity) use a stable set of English labels, also when native-language analytics is on, so they can be counted across calls.

Completed call responses can contain:

• callSummary for the plain-language summary;
• callAnalysis for scores and structured analytics;
• topics and sentiments for classification results;
• analyticsScore for the overall call score, converted from a 1–5 rating to 0–100.

Use GET /api/v1/calls/{id}/status for one call or GET /api/v1/analytics for paginated analytics. The exact shape is documented in the API reference.

Cloud and local processing

Speechlytics deployments can run analysis on a cloud model or on a private, locally hosted model (the Speechlytics Agent). The local option keeps transcripts inside the deployment and is also used for custom-question grading, contextual sensitive-content detection and transcript polishing. The processing location does not change the API contract.

See Analysis profiles for how the profile shapes results.

Processing order

Summarization runs after transcription and, when enabled, after sensitive-content redaction. This prevents unmasked secrets from being passed into downstream keyword and analytics stages. A call is analyzed once; when a transcript is polished or reverted, analytics are recomputed.

If analytics is disabled, the transcript can still complete successfully without callSummary or callAnalysis.