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Analysis profiles

Speechlytics supports two structured-analysis profiles. The profile determines which business questions are asked of a completed transcript and how the results are structured in call and agent analytics.

The profile is assigned to your account by Speechlytics. Contact your representative to change it.

Sales​

The Sales profile emphasizes:

  • discovery and needs analysis;
  • objection handling;
  • opportunity and business value;
  • relationship building;
  • sales process and next steps;
  • customer intent and outcome.

Customer Support​

The Customer Support profile emphasizes:

  • issue category and urgency;
  • issue understanding and resolution quality;
  • follow-up actions;
  • customer effort and satisfaction signals;
  • retention risk;
  • agent improvement opportunities.

Where the profile appears​

The chosen profile influences:

  • callAnalysis fields returned by completed calls;
  • the overall analyticsScore;
  • call-detail analytics panels;
  • agent results in Intelligence;
  • aggregate topic, sentiment, and performance reporting.

The underlying transcript, keyword score, and basic call metadata remain independent of the analysis profile.

Changing a profile​

A profile change applies to newly analyzed or explicitly reprocessed calls. Existing stored results retain the structure and interpretation used when they were generated.

Consumers should tolerate optional fields because calls processed under different profiles or feature sets can coexist in the same account history.

Processing location​

Speechlytics deployments can use different approved analysis backends, including a privately hosted model that keeps transcripts inside the deployment. This does not change the public API contract: submit and retrieve calls in the same way, and treat optional analytics fields according to the account's capabilities.

  • Native-language analytics writes the analysis in the call's language instead of English.
  • When only one side of the call is transcribed, an agent-only variant of the profile is used. See Summarization.
  • For a single agent, Intelligence returns the measures of the profile used by most of the agent's calls in the period.