Call Transcript and AI Call Insights Guide

360 CTI turns every Salesforce call into searchable text and AI insights. Once a call ends, the full transcript, the call sentiment, a meeting summary, topics, action items and a set of quality scores are saved on the Call Log, so reps and managers can review any conversation without listening to the recording.

Prerequisites

• The customer needs an OpenAI account and an OpenAI API key.
• The 360 CTI support team configures the key in the customer's Salesforce org.

Note: In newer package versions, admins can choose the AI provider and manage the key themselves in CTI Setup › General Settings › AI Settings. See the 360 CTI User Guide for your region for the current setup steps.

How Call Transcript Works

The Call Transcript feature converts the entire conversation into text and saves it in the Call Transcript field of the Call Log. If a call is long, the transcript is saved as a File attached to the Call Log record.

360 CTI also runs a sentiment analysis of the call and saves the result in the Call Sentiments field, and generates Minutes of Meeting (MOM) that summarize the whole call.

Where to Find the Transcript

Open the record the call was made from (for example, a Lead or Contact), go to its Call Logs, and open the Call Log for the call. The transcript and the AI fields below are filled in automatically once the call is completed.

Fields Filled In After the Call

Call Transcript

The complete transcript of the call, capturing the conversation between the customer and the agent.

Call Sentiments

The overall sentiment of the call, for example Positive, Neutral or Negative.

MOM (Minutes of Meeting)

A short summary of the meeting or call.

Topics

The main topics or subjects discussed during the call.

Call Score and Action Items

Call Score is the overall score of the call, based on the criteria set in the Call Transcript Keywords field in CTI General Settings.

Action Items lists the specific tasks or follow-ups discussed during the call.

Keyword Details

Tracks every keyword identified during the call. The keywords are defined in the Call Transcript Keywords field in CTI General Settings.

Talk Time

Filled in from the customer's idle time during the call. It helps you see whether the conversation with the customer is progressing smoothly.

Intent

The purpose of the call.

Sub Intent

Whether the customer's issue or concern was addressed.

Engagement Score

Measures how actively and meaningfully the customer interacted during the call.

Sentiment Score

Measures the emotional tone of the conversation, showing whether the customer's mood during the call was positive, neutral or negative.

Weighted Score

Measures call quality by giving more weight to the factors that matter most, such as issue resolution or customer satisfaction.