The Call Overview page in Empower provides a complete view of a call, including its key information, analytics, transcript, and available actions. 

From this interface, users can review conversations, analyze performance, add comments, create snippets, and access AI-powered insights without needing to listen to the entire call.

Call overview in Empower

1) General call information

At the top of the call page, you will find the main information about the call:

• Call type icon indicating whether the call is incoming or outgoing
• Date of the call
• Call duration
• Caller’s name or phone number

2) Available actions

Several actions are available directly from the call interface.

You can:

• Change the language of the overview
• Add a flag by clicking on the flag icon 
• View the contact’s conversation history
• Add a comment
• Convert the call into a Pitch Room case

You can also access additional options by clicking on the three-dot menu:

• Create Pitch Room Persona (👉 Pitch Room - How to create a persona)
• Add to a library (👉 How to use your Empower's call library)
• Share the call
• Reprocess the call
• View call details
• Download the call or the transcript
• Report or delete the call

3) Ask Empower

• The Ask Empower feature allows you to interact with the call using AI.
• You can ask questions about the conversation and quickly receive precise insights or summaries, helping you understand the call without having to listen to the entire recording.

4) Tabs

In addition to the main overview, three additional tabs are available:

• Overview – Displays the general summary and call insights
• Coaching – Provides coaching feedback and performance insights
• MEDDPICC – Displays the call analysis based on the MEDDPUCC framework

5) Contact and agent information

The interface also displays information about the participants.

On the left:

• Contact information retrieved from your CRM
• Contact name or phone number

On the right:

• Agent information, including:
  • Name
  • Phone number
  • Email address

6) Analytics section

This section provides key metrics and insights about the call:

• Call Score (👉 How to create a scorecard)
• Call Mood analysis
• Framework Analysis (👉 How to create a framework)

These insights help evaluate call performance and communication quality.

7) Tags and Moments

This section highlights important elements identified during the call:

• Detected moments – Group of key words automatically identified in the conversation 
• Tags associated with the call

8) Call Details

The call details section provides deeper insights into the conversation:

• Summary
  You can choose between different summaries based on the templates you previously created.
• Topics
  Displays the most important subjects discussed during the call.
• Post-call analysis
  Custom analysis elements that help you better evaluate calls.

9) Call player & Transcript tools

The call player allows you to interact with the recording:

You can:

• Skip forward or backward by 10 seconds
• Adjust the playback speed
• Increase or decrease the call volume
• View the participants
• Read the call transcription
• Create a call snippet 

🎉 The Empower's Call Overview page centralizes all the information and tools needed to analyze, review, and share call insights.