Understand transcripts, summaries, and outcomes
Transcript, summary, and outcome are related but distinct records. Do not treat all three as equally authoritative.
Transcript
The transcript is an ordered list of recognized Agent and Lead utterances. Wirevox collects those turns during the session and saves the final list when the connection closes.
Speech recognition is not a recording. Names, numbers, spelling, accents, noise, and interruptions can be transcribed incorrectly. Review the surrounding turns before relying on one phrase.
Outcome
A live call outcome can come from two paths:
- A function establishes a concrete outcome during the call, such as a successful booking or transfer.
- If no authoritative result was set, post-call analysis classifies the transcript.
Tool-confirmed outcomes are preserved when post-call enrichment runs. Otherwise, the analyzer chooses one of:
| Outcome | Meaning |
|---|---|
booked | An appointment was successfully scheduled. |
transferred | The call was transferred to a person. |
message_taken | The caller left a message. |
inquiry | The caller asked questions without another completed outcome. |
cancelled | An existing appointment was cancelled. |
rescheduled | An appointment was moved. |
intake | Caller information was submitted through an intake or CRM action. |
other | The call does not fit another supported outcome. |
The classification is generated from transcript text and can be wrong. For operational reporting, validate important outcomes against the underlying function result or destination system.
Summary and extracted caller details
For a non-empty live-call transcript, background analysis uses gpt-4o-mini to:
- write a concise one- or two-sentence summary;
- extract caller name, phone, email, and reason; and
- classify the outcome when a tool did not already establish it.
This analysis model is currently fixed and is independent of the model selected for the voice agent. Changing the agent from OpenAI to Grok, Gemini, or another supported model does not change the post-call analyzer.
The summary is stored as call notes. It is not currently rendered in the expanded Call Logs panel, but it may populate contact notes and can be sent by an attached and connected post-call email-summary action.
Failure behavior
If post-call analysis fails, Wirevox still ends the call record and assigns the fallback outcome other with a failure note. A missing or fallback summary does not mean the call itself failed.
Design reliable measurement
- Use functions for business-critical outcomes that can be confirmed by an external system.
- Give each function an exact success condition and do not let the agent claim success before the tool returns it.
- Treat AI classification as useful categorization, not an auditable transaction record.
- Test noisy audio, interruptions, spelling, and calls that end before a clear result.
See Write function rules in the system prompt for confirmation and result-handling patterns.