The “Framework Analysis” feature allows you to customize how AI evaluates calls according to your team’s sales or performance methodologies, such as MEDDPICC, BANT, SPICED, or your own custom frameworks. With this option, you can create your own analysis models, define specific criteria, and track your team’s performance using an evaluation grid tailored to your business reality.
Accessing framework configuration
1. Go to Settings → AI Customization → Framework Analysis.
2. You will find the list of existing frameworks (BANT, MEDDPICC, SPICED).
3. From this page, you can:
- Enable or disable a framework using the toggle button.
- Create a new framework with the “Create a framework” button.
- Delete an existing framework if necessary.
Create a new custom framework
1. Click on Create a framework.
2. Fill in the main information:
- Framework name: choose a clear name (e.g. “Customer Satisfaction Framework”).
- Framework use case: select the type of analysis or profile this framework applies to (e.g. sales, support, onboarding).
- Description: specify the goal of the framework and its evaluation criteria (e.g. “Assess clarity, empathy, and precision in responses”).
Add steps and metrics
Each framework is composed of steps (or metrics) corresponding to key evaluation points.
For each metric:
- Name: indicate the criterion to track (e.g. Decision Criteria, Economic Buyer, Pain Points, etc.).
- Description: describe how this step should be evaluated (e.g. “Identify the main decision-maker and their role in the buying process”).
You can add as many steps as needed by clicking on “Add a step”.
Add users to the framework
Once the framework is configured, it is possible to assign users:
- Click the “0 user added” button at the top right.
- Search for users to include or select “Add all users” for a global application.
Set the default framework for users
From the main Framework Analysis page, click the ⚙️ (settings) icon to open the Call Framework Analysis Settings window.
Here, you can:
- Select a default framework (e.g. MEDDPICC) for all users.
- Modify assignments individually.
View the framework analysis in call history
Once the framework is activated and assigned, AI will automatically analyze each call based on the defined criteria.
1. Go to Call History and click on the call of your choice.
2. In the Overview tab, you will find:
- The overall call score.
- The detected sentiment.
- The framework analysis used (e.g. MEDDPICC).
- The automatic summary generated by AI according to the selected framework.
Framework analysis details
By clicking on the framework tab (e.g. MEDDPICC), you can access the detailed analysis for each criterion:
- Individual score assigned to each step (e.g. Metric, Economic Buyer, Decision Criteria, etc.).
- AI-generated comments:
- ✅ What worked well.
- ❌ What didn’t work.
- 💡 Concrete improvement suggestions.
This section allows you to quickly identify the strengths and improvement areas for each call.
Good to know
- You can create multiple frameworks based on your needs (sales, support, onboarding, etc.).
- The AI analysis system automatically adapts to the active framework.
- Custom frameworks allow you to standardize evaluations while remaining flexible and aligned with your objectives.