Revenue Intelligence User Guide

Introduction

Revenue Intelligence is a powerful tool specifically created for sales managers and professionals. It offers a comprehensive view of customer interactions, empowering sales teams to analyze and extract valuable insights from their meetings. With Revenue Intelligence, you can gain a deeper understanding of sales interactions, identify areas for improvement, leading to higher customer satisfaction and increased sales.

Requirements

• x-bees SuperBee subscription / SuperHopper + AI license for x-hoppers

• ACL rules "Can see analytics" and "Can see call recordings"

• Enabled recording and transcription support for calls and conferences directly within the Dialplan configuration. For more details, see the documentation Dialplan applications - Admin Guide

Access Revenue Intelligence 

• Navigate to Revenue Intelligence tab on x-bees left side panel 

• Revenue Intelligence includes the following tabs:

  • Recent: shows a list of recent calls and conferences

  • Calls: shows all calls and conferences

  • Chats: shows all chats and conferences

  • [Your name] (personal tab): calls and chats you personally participated in

  • Custom tabs: shows a custom list of calls and conferences after saving dedicated filters (see the chapter below for details)

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Filter calls, conferences and chats

Upon accessing Revenue Intelligence, you see a list of recent calls/conferences and chats. The list is sorted by time, displaying the latest calls/conferences and chats first. Click Manage fields icon to show/hide specific filters. For example, enable Customer Satisfaction and Sentiment, as they are not activated by default.

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Record type selection
This section allows you to choose which types of records to display:

• Calls – conferences and calls

• Chats – conversations with external users via WhatsApp, SMS, Kite

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You can use the following filters to refine your search:

• Participants: filter by specific users who participated in the call/conference

• Department: filter by specific department the participants belong to

• Service: filter by the service (call group) the participants belong to

• Groups: filter by the call group

• AI Agents: filter by the AI Agent

• Words or phrases: search for conversations containing specific words/ phrases mentioned

• Date: filter by date range (today, this week, custom range, etc.)

• Language: filter by the language spoken 

• Interaction: filter by Duration, Talk ratio, Longest monologue, Avg. words per minute, Longest Customer Monologue, Interruptions, Patience

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• Customer Satisfaction: filter by customer satisfaction rate (read the chapter CSAT and Sentiment Analysis for details)

• Sentiment: filter by Agent Sentiment, Agent Sentiment Shift, Agent Filler Words Usage, Customer Sentiment, Customer Sentiment Shift, Overall Sentiment (read the chapter CSAT and Sentiment Analysis for details)

• Duration: filter by call duration range

• Call type: show only recorded, transcribed, inbound, outbound or internal calls/ conferences

Use Apply button to apply the selected filters, Cancel to discard unapplied changes, or Reset to clear all previously applied filters.

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View calls and conferences details

Select any specific call/conference to open its comprehensive details. On the right area, you can explore the Highlights, Comments and Info sections (read the next chapters for a detailed description). On the main area, you have the options to:

• Listen to the call (audio)/ watch the conference (video) recording or switch to the transcription view, which includes sentiments (user emotions: positive, neutral, negative, or mixed). You can change the audio/ video speed to listen at a faster or slower pace

• Listen to the dialogue of each participant in the audio or video recording

• Under the call/ conference section, view the percentage of the agent's or client's talking, as well as the talking speed (number of words per minute). Interruptions are moments during the call when participants were talking at the same time

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• View sentiments on a timeline next to each speaker under the call/ conference section, to easily monitor trends (e.g. going from positive to negative)

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• Clicking on a phrase in call/ conference transcription, media player jumps to the relevant part of the conversation, providing quick access to the necessary information

• Use the Search bar (1) to search for phrases (2) in the transcription:

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• Translate the call / conference transcription and Highlights section. Click Translate and choose in which language the transcription / Highlights need to be translated:

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Translation can be performed in the following languages: English, Italian, French, German, Spanish

• Download the recording or transcription for offline access and share its link with specific participants who have access to Revenue Intelligence

Highlights

The Highlights section provides valuable information and insights about the call/ conference. It includes a summary of the conversation, key points, next steps and more. By reviewing the Highlights section, you can quickly grasp the key information from the call or conference.

For external meetings, the following highlights are available:

• Customer insights: captures important details about the customer preferences, needs, challenges and any other relevant insights gathered during the call/ conference

• Key points: summarizes the main points discussed during the conversation, highlighting key topics decisions, or agreements reached

• Competitive information: captures any information gathered regarding competitors, their strategies, products or market positioning

• Implementation timeline: provides details about the proposed implementation timeline. It may include milestones, deadlines or any other relevant time-related information

• Budget: records information about the discussed budget or financial aspects of a project or deal

• Customer response: focuses on the customer's response, feedback or suggestions 

• Sales proposals: records any sales proposals, offers or recommendations made to the customer during the conversation, including pricing, packages, or terms

• Action items: lists the specific tasks or actions that need to be taken as a result of the call/ conference

• Customer Satisfaction: evaluates customer satisfaction levels from call interactions by analyzing linguistic cues, emotion, and resolution status to predict CSAT scores with detailed reasoning (read the chapter below for details)

• Sentiment: evaluates call sentiment for the agent and customer, including overall mood and significant shifts during the conversation (read the chapter below for details)

• Next steps: outlines the planned next steps or actions to be taken after the call/ conference, including follow-up meetings or further engagements with the customer

For internal meetings, the Highlights section includes the following:

• Topics: summarizes the main discussion points or agenda items covered during the call/ conference

• Review: highlights any review or feedback

• Progress: highlights the progress made on ongoing initiatives or projects

• Issues: provides details about any problems or challenges that were discussed

• Decisions: captures the decisions made during the call/ conference

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CSAT and Sentiment Analysis 

Customer Satisfaction Score (CSAT) and Sentiment Analysis gives the ability to evaluate both the outcome of interactions and the sentiment expressed during calls and conferences.

• CSAT is evaluated based on the following metrics:

  • Score: representation of satisfaction level: Very Dissatisfied, Dissatisfied, Neutral, Satisfied, Very Satisfied

  • Reason: a short explanation for the score

• Sentiment Analysis is evaluated based on the following metrics:

  • Agent Sentiment: prevailing sentiment expressed by the agent: Very Negative, Negative, Neutral, Positive, Very Positive

  • Agent Sentiment Shift: representation of notable sentiment changes during the call and its trigger: Negative to Positive, Positive to Negative, Very Negative to Positive, Positive to Very Negative

  • Agent Filler Words Usage: representation of filler word frequency and its impact on professionalism:

    • None: no noticeable filler words

    • Low: occasional fillers; clarity maintained

    • Moderate: noticeable fillers; slightly unprofessional

    • High: frequent fillers; delivery affected

    • Excessive: overuse of fillers; communication unclear

  • Customer Sentiment: prevailing sentiment expressed by the customer: Very Positive, Positive, Neutral, Negative, Very Negative

  • Customer Sentiment Shift: representation of notable sentiment changes during the call and its trigger: Negative to Positive, Positive to Negative, Very Negative to Positive, Positive to Very Negative

  • Overall Sentiment: consolidated sentiment of the entire conversation Very Negative, Negative, Neutral, Positive, Very Positive

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Comments

The Comments section allows you to start a discussion with participants or leave a personal feedback regarding the specific call/ conference.

• To start a discussion, click Open chat. When you write a comment, a dedicated conversation named "Comments | Call/ conference title" is created with all agents (internal users) involved in the call/ conference. You can refer to a specific part of the call/ conference to provide targeted feedback for coaching purposes. Adjust the timeline to select the preferred part of the recording and start writing your message. Your comment will include a reference to the specified timeframe
  
  

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• To leave a personal feedback, select a participant from the list. This allows you to provide individual opinions that may not be relevant to the entire group

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Info

The Info section provides essential details about the call/ conference. It includes information such as the date, duration, status, country, location, direction (inbound or outbound), language, PBX serial etc.

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View chat details

Select any specific conversation to open its comprehensive details. On the right area, you can explore the Highlights and Info sections.

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In the main area, you can:

• View the conversation

• Copy messages

• Use the AI Assistant, to work with selected messages within conversation. The following actions are available: Expand, Explain, Rephrase, Translate, Reply, Shorten, Summary

• Translate the conversation transcription and Highlights section. Click Translate button and choose in which language the conversation/Highlights need to be translated:
  
  

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• Download or copy the transcription file for offline access. This option is available under the Transcription button:

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• Share the Insights link with specific participants who have access to Revenue Intelligence

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Library

The Library tab allows access to Revenue Intelligence items such as recent conversations, playlists, and dashboards for better organization and navigation.

To access Library, follow these steps:

1. Go to Revenue Intelligence tab on x-bees left side panel

2. Click the Library button in the top-right corner of the Revenue Intelligence page

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Library tab contains the following sections:

• Recents – shows the 10 most recently opened items in Revenue Intelligence

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• Playlists – allows you to create playlists and add call recordings or chats

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• Dashboards – displays dashboards created by you or shared with you

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Ask Wilma

To access Ask Wilma, follow these steps:

1. Go to Revenue Intelligence tab on x-bees left side panel

2. Click the Ask Wilma button in the top-right corner of the Revenue Intelligence page

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The Ask Wilma feature is available across Revenue Intelligence pages and adapts to the currently selected view or interaction. The “Ask anything” field allows users to ask analytical questions, request summaries, generate explanations and explore data.

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You can also select the AI model used to process your requests:

• Auto: (selected by default)

• GPT 5.2

• GPT 5 Mini

• Gemini 3 Pro

• Gemini 3 Flash 

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Ask Wilma in Chats and Calls

1. Select any specific call, chat or conference to open its comprehensive details

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2. In the upper-right corner, click the Ask Wilma button to open the Ask Wilma window
   
   

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3. The Ask Wilma window will open, displaying the Get started section with available quick actions:

• Draft follow-up email

• Suggest value proposition

• Summarize open questions

• Draft an agenda for the next call

• Predict potential objections

• List unanswered questions from last time

• Find personal rapport details
  
  

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4. You can also enter a custom request in the Ask anything field at the bottom of the window. Wilma automatically uses the context of the selected call, chat or conference when processing your request

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5. You can click the View context button to open the detailed context window. The context window may contain the following information:

• Title

• Client information

• Agent information

• Date

• Duration

• Status

• Direction

• Transcription

• Analysis

• Related conversations/chats

Dashboard

Dashboards in Revenue Intelligence allow you to organize and visualize call data, making it easier to monitor activity and analyse communication activity.

Creating a new Dashboard

1. Go to Revenue Intelligence tab on x-bees left side panel 

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2. To create a new Dashboard, click +Add button, next to the Recent tab at the top of the Revenue Intelligence page
   
   

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3. Enter name for the new dashboard and confirm by clicking on check button
   
   

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4. Click Save on the upper right corner of the Revenue Intelligence tab

Adding a Chart to a Dashboard

Visualization

1. Click Add chart here to add visualization block
   
   

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2. Select one of the Visualization types: Bar Chart, Pie Chart, Line Chart, Bar race, Stacked Bar, Stacked Area, Sankey, Sunburst

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Breakdown

A Breakdown defines how conversation data is grouped and displayed in a chart. When configuring a chart, you can select one or more Breakdown attributes to categorise your data.

Breakdown attributes are organised into the following categories:

• Technical Attributes: Date, Agent, Voice Agent, Chat Agent, Group, Department, Tag, PBX, Trunk, Queue, Country, Location, Language, Channel, Day of Week, Hour of Day

• Conversation Attributes: Duration, Direction, Service, Entity, Recorded 

• Customer Satisfaction: Score

• Sentiment: Agent Sentiment, Agent Sentiment Shift, Agent Filler Words Usage, Customer Sentiment, Customer Sentiment Shift, Overall Sentiment

There is also possibility to set custom configurations for Revenue Intelligence, which gives more flexibility by letting you define the data you wish to analyze in call recordings. To do so, follow instructions in the guide How to Configure and Use Revenue Intelligence.

3. Select necessary Breakdown attributes

4. In the Details section, enter the required information:

   1. Enter the chart Title

   2. Add an optional Description

5. Click the Add block button

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The newly created chart will appear on your dashboard.

The Ask Wilma automatically receives the current dashboard context, including applied filters, selected metrics, and visible data. This allows you to ask follow-up questions without manually specifying the context.

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View mode

The following controls are located in the top right corner of the dashboard:

• Data overview: opens the Data overview window

• Update: updates the dashboard data

• Share: opens dashboard sharing options

• Edit: enables Edit mode

• Filter: opens or hides the dashboard filter panel

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Edit mode

The following controls are located in the top right corner of the dashboard.

• Add Bar Chart: redirect to the chart creation window

• Add note: opens the note creation window.

• Configure: allows you to create tabs within your dashboard

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• Drag handle: moves the chart within the dashboard

• Edit: opens the chart configuration settings

• Duplicate: creates a duplicate of the chart

• Remove: deletes the chart from the dashboard

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In Edit mode, you can resize the chart by dragging its edge

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Color theme

To change color theme of Revenue Intelligence tab, follow these steps:

1. Click on your user picture in the upper left-hand part of the screen to open Settings

2. Under Settings, click Color theme

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Choose the preferred color theme:

1. Auto

2. Light

3. Dark

Use cases

Here are a few use cases that demonstrate the practical applications of Revenue Intelligence:

• Use case 1. Customer engagement optimization

Scenario: A sales manager wants to improve their customer engagement strategies to increase sales. However, they lack insights into customer preferences and pain points.

Solution: The manager uses Revenue Intelligence to optimize customer engagement strategies. By analyzing customer interactions and insights gathered from calls and conferences, they can identify customer preferences, pain points and buying behaviours. This information can be used to improve sales approaches, personalize interactions, leading to higher customer satisfaction and increased sales.

• Use case 2. Training and coaching

Scenario: A sales manager wants to improve their team members skills and improve overall sales performance. However, they face challenges in identifying areas for improvements and providing targeted feedback.

Solution: The manager reviews call recordings, analyzes comments and provides feedback to team members. This helps in identifying areas for improvements, sharing best practices and guiding team members towards more effective sales techniques.

• Use case 3: Sales performance evaluation

Scenario: A sales manager wants to assess the performance of their team members and provide constructive feedback for improvements. However, they lack comprehensive insights into their communication and negotiation skills.

Solution: The manager uses Revenue Intelligence by reviewing call recordings and analyzing actions of each team member. By assessing the data, they can then provide personalized feedback, identify training needs and recognize top performers, leading to improved individual and team performance.