Report Configuration¶
Customise what your CallCoach AI analysis reports include — which areas are scored, what compliance checks are performed, and how the AI understands your organisation.
Accessing: Click the Report Configuration tile on the Configuration page.
Access Required
Only users with Administrator roles and the config_management permission can access Report Configuration.
Configuration Tiers¶
Every organisation has one of three configuration tiers. Your current tier is shown as a badge in the top-right corner of the page.
| Tier | Description |
|---|---|
| Default | Standard CallCoach analysis using the system-wide template. Read-only preview, but you can customise at any time. |
| Customised | Your organisation has saved its own selections. You can update these whenever you need to. |
| Bespoke | A fully tailored configuration built specifically for your organisation by the Icana team. This tier is locked and cannot be self-edited. |
Note
If your organisation is on the Bespoke tier, use the Request a change link on the page to submit change requests directly to Icana.
Customising Your Reports¶
If you are on the Default tier, click Customise Your Reports to open the configuration editor. If you are already on the Customised tier, the editor opens automatically.
The editor is split into two tabs: Report Content and Organisation Context.
Report Content Tab¶
The Report Content tab displays a split layout:
- Left side — toggle switches for selecting which items to include in your reports
- Right side — a live preview of how your email report will look with the current selections
The preview refreshes automatically as you make changes. You can also click Refresh to force an update.
Scoring Items¶
Scoring items are the areas the AI scores on each call on a scale of 0–100.
Important
You can have a maximum of 5 active scoring items. Tone of Voice is always required and cannot be disabled.
The available scoring items are:
| Scoring Item | What it measures |
|---|---|
| Tone of Voice | Vocal delivery, energy, empathy, and emotional engagement — always included |
| Needs Analysis | How well the agent explores the customer's needs and goals |
| Objection Handling | How effectively the agent addresses pushback and customer concerns |
| Service Quality | Quality of service on support or account management calls |
| Closing | How well the agent wraps up and secures commitment |
| Introduction | Quality of the agent's opening, rapport building, and expectation setting |
| Discovery | Exploration of the customer's situation through questioning and listening |
| Communication | Overall clarity, active listening, and communication effectiveness |
| Negotiation | Value articulation, concession management, and achieving outcomes |
| Solution Presentation | How well solutions are presented and tailored to the customer's needs |
| Empathy | Emotional awareness and ability to connect with the customer |
Compliance Checks¶
Compliance checks are boolean (pass/fail) fields that appear in each call report. Enable the checks that are relevant to your call centre's requirements.
| Compliance Check | What it detects |
|---|---|
| Call Recorded | Agent mentioned the call is being recorded |
| Agent Name Mentioned | Agent introduced themselves by name |
| Purpose Stated | Agent clearly stated the purpose of the call |
| Organisation Mentioned | Agent mentioned the organisation name |
| ID Verified | Customer's identity was verified |
| Thanked Customer | Agent thanked the customer |
Detail Fields¶
Detail fields add extended narrative sections to each call report, giving managers richer written analysis beyond the scores.
| Detail Field | What it includes |
|---|---|
| Objection Handling Detail | Detailed narrative of how objections were handled |
| Tone of Voice Detail | Detailed narrative assessment of vocal delivery and empathy |
| Summary & Next Steps | Summary of agreed next steps and follow-up actions |
| Hardship Handling | Assessment of how financial hardship situations were handled |
Optional Features¶
Optional features add specialised sections to reports that may not be relevant to every organisation.
| Optional Feature | What it adds |
|---|---|
| Lead Readiness | A lead quality score (0–10) with reasoning |
| Agreed Actions | A checklist of action items agreed during the call |
| Pitch Recommendations | Recommendations for the next meeting based on call insights |
| Custom Fields | Additional observations not covered by standard fields |
Organisation Context Tab¶
The Organisation Context tab lets you provide background information about your organisation so the AI can deliver more relevant, accurate analysis. This context is included in the AI's instructions for every call it analyses.
| Field | What to enter |
|---|---|
| About your organisation (required) | What your organisation does, what industry you're in, and what products or services you offer |
| What your agents typically handle | Types of calls your agents take — sales, service, or both — and common scenarios |
| Specific terminology or processes | Industry-specific terms, internal processes, or compliance requirements your agents follow |
| Things to watch for in calls | Common mistakes, required phrases, key selling points, or anything specific the AI should pay attention to |
Tip
The more context you provide, the more tailored and accurate the AI analysis will be. At minimum, fill in the About your organisation field — this is required to save a configuration.
Saving Your Configuration¶
- Review your selections in the Report Content tab — check that the live preview looks correct
- Fill in the Organisation Context tab, including the required About your organisation field
- Tick the confirmation checkbox confirming you understand the change applies to all users in your organisation
- Click Save Configuration
Warning
Saving your configuration takes effect immediately. The next batch of call analysis reports will use your new configuration. There is no staging or preview period after saving.
Once saved, the page will show a Customised badge to confirm your selections are active.
Common Questions¶
How many scoring items can I have?
You can have a maximum of 5 scoring items active at once. Tone of Voice is always included and counts toward this limit.
Will changing the configuration affect historical reports?
No. Reports that have already been generated are not affected. The new configuration only applies to calls analysed after you save.
My organisation is on the Bespoke tier — can I still make changes?
Bespoke configurations are managed by the Icana team and cannot be self-edited. Use the Request a change link on the page to submit a change request.
Can I go back to the default configuration?
Contact Icana.AI support if you need to revert to the system default.
Why is the preview showing random scores?
The live preview uses sample data to illustrate how your report will look. The scores and content are not real — they are generated to show the layout and which sections are included.