Raascall post-call management-RaaS Call-阿里云帮助中心

Post-call management is the center for outbound call data analysis and value mining. After an outbound task is completed, you can view call records, analyze call performance, and review AI-generated customer tags and conversation summaries to help you quickly identify target customers and improve sales conversion efficiency.

Access: After logging on to the console, select Post-call Management in the left-side navigation pane.

Filter target customers

The global time range filter at the top of the page controls the data display range for all data. You can use it to review recent performance, compare different scenarios, and perform targeted analysis.

Interpret macro data

Below the time range, three core metrics are displayed to help you quickly evaluate outbound call performance within the selected time period:

Metric	Description	Calculation
Total calls	The total number of calls made within the selected time period	Includes all calls (connected, not connected, powered off, etc.)
Average connection rate	The percentage of calls that were successfully connected	Connected calls ÷ Total calls
Average call duration	The average duration of connected calls	Total duration of all connected calls ÷ Connected calls

Data interpretation suggestions:

Connection rate < 20%: This may be caused by poor customer list quality or inappropriate outbound call timing. We recommend that you optimize the customer list or adjust the call schedule.
Average duration < 30 seconds: Customers hang up quickly, which may indicate that the script is not engaging enough or the opening statement needs to be optimized.
Average duration 1-3 minutes: Normal communication. The Outbound AI employee is able to conduct effective conversations with customers.
Average duration > 5 minutes: High-intent customers. Priority follow-up is recommended for conversion.

Analyze performance trends

The trend chart below the data dashboard shows changes in call duration and connection rate over time, helping you:

Identify patterns in outbound call performance fluctuations.
Discover peak and off-peak business periods.
Compare outbound call quality across different time periods.

View call records

Below the performance trend chart, detailed information for each call is displayed in a table format. The table supports search, filtering, pagination, and export. The call record list includes the following:

View call details

Click View Details in the call record list to open the call details side drawer. The details page contains the following modules:

Module	Feature	Description
Call recording player	Play, pause, progress bar	Used for call quality inspection, customer objection analysis, and new employee training
Call transcript	Automatic speech-to-text via ASR	Displayed in conversation bubbles for quick reading and issue identification
Basic information	Displays call metadata	Customer information, call time period, call duration, digital agent voice
Tags	Supports AI recognition and manual modification	View and edit customer intent tags automatically identified by AI
Call notes	Supports AI-generated summaries and manual editing	Add key information (such as budget and decision maker) and record next steps

Edit customer tags

After AI automatically identifies customer intent, tags are applied to call records. You can modify the tags based on actual conditions:

Common tag types: Initial intent, purchase stage, customer issue, not purchased - interested, explicitly declined, etc. These tags are built into the system and cannot be added or removed at this time.
Editing steps: In the call details page, locate the Tags module, click the Edit button, select the correct tag or add a new tag, and then save the changes.
Follow-up suggestions:
- Positive purchase intent (high intent): Follow up within 48 hours
- Initial intent (follow-up needed): Follow up within 1 week
- Not purchased but interested: Contact again after 1 month
- Customer issue: Resolve the issue and then transfer to sales
- Explicitly declined: No further follow-up

Export call data

On the right side of the call record list, click the Export Details button. The system exports all call records that match the current filter conditions in Excel format for sales follow-up and data analysis.

FAQ

Why do some call records have no customer tags?

Possible reasons:

The call was not connected or the call duration was too short (less than 10 seconds), so AI could not identify customer intent.
The customer only gave simple responses (such as "hello") and no effective conversation took place.

Suggestion: You can manually add tags to these records, such as "Not connected" or "Explicitly declined".

How do I batch export customers with a specific tag?

Click the Customer Tag column header to filter, and select the target tag, such as "High intent"
Click the "Export Details" button, and the system exports the current filtered results

Can call notes be edited in batch?

Batch editing is not currently supported. For batch processing, we recommend that you export the call details to Excel and add notes in batch in Excel.

How often is the data in post-call management updated?

Real-time updates. After each call in a task ends, the data is immediately synchronized to the post-call management module.

Does the exported call details include recordings?

No. The exported file contains only text information (customer information, tags, summaries, etc.). To obtain recordings, download them individually from the console or contact technical support for batch export.

How accurate are AI-generated tags?

In standard scenarios, the accuracy of AI tags is approximately 85% to 90%. We recommend that you perform manual spot checks and corrections during the initial usage period, and use the "Edit tags" feature to provide feedback on errors to help the system continuously improve.