Core Concepts
This page explains the key terms and ideas you'll encounter while using AICA. Understanding these will help you get the most out of the platform.
Records
A record is a single call or conversation processed by AICA. Every call that comes in from your CRM (or is uploaded manually) becomes a record.
Each record moves through a lifecycle:
| Status | Meaning |
|---|---|
| Pending | Call received, waiting to be processed |
| Transcribing | Audio is being converted to text |
| Analyzing | AI is evaluating the conversation |
| Completed | Analysis finished — results are ready to view |
| Failed | Something went wrong (poor audio quality, unsupported format, etc.) |
A completed record contains the full transcript, quality score, detailed evaluation, and improvement suggestions.
Projects
A project is a way to organize calls and apply specific analysis settings. Think of it like a folder with rules.
Typical project examples:
- "Inbound Sales Team" — all calls from your inbound reps
- "Q1 Promo Campaign" — calls related to a specific campaign
- "New Hire Training" — calls from agents in their first month
Each project has its own:
- Team members (whose calls are included)
- Prompt profile (what the AI evaluates)
- Scripts (what agents must say)
- Alert thresholds (when to notify supervisors)
Pipeline
The pipeline is the automated process every call goes through. You don't need to manage it — it runs automatically.
Ingest → Transcribe → Analyze → Deliver → Alert
- Ingest — AICA receives the call audio from your CRM or via manual upload
- Transcribe — Speech-to-text conversion produces a full transcript
- Analyze — AI evaluates the transcript using your project's prompt profile
- Deliver — Results are pushed to your dashboard and optionally back to your CRM
- Alert — If quality drops below your threshold, notifications are sent
The entire pipeline typically completes in 1-3 minutes.
Analysis
An analysis is the AI's evaluation of a single call. It includes:
- Quality score (0-100) — Overall assessment of the conversation
- Section scores — Breakdown by criteria (greeting, needs discovery, objection handling, closing, etc.)
- Improvement suggestions — Specific, actionable feedback for the agent
- Compliance check — Whether the agent followed required scripts and disclosures
- Key topics — What was discussed during the call
Scores are based on your prompt profile configuration, so you control exactly what matters for your team.
Prompt Profiles
A prompt profile is a customizable template that tells the AI what to evaluate and how to score it. It's the brain behind every analysis.
A prompt profile defines:
- Evaluation criteria — What aspects of the call to assess (e.g., greeting, rapport, product knowledge)
- Scoring rubric — What constitutes a high or low score for each criterion
- Output format — How results should be structured
AICA comes with default profiles for common scenarios (sales calls, support calls, etc.), and you can create custom profiles tailored to your team's needs.
Use different prompt profiles for different situations — one for cold calls, another for demo calls, a third for support. Each project can have its own profile.
Scripts
Scripts are compliance scripts that your agents are expected to follow during calls. AICA automatically checks whether agents said what they were supposed to say.
Common script examples:
- Required greeting: "Thank you for calling [Company], my name is..."
- Legal disclosure: "This call may be recorded for quality purposes..."
- Closing checklist: Confirm next steps, provide reference number
When a script is assigned to a project, every analyzed call includes a script adherence report showing which parts were followed and which were missed.
Alerts
Alerts are automatic notifications triggered when something needs attention. You configure the rules, and AICA watches for them.
Examples:
- Quality score drops below 60 for any call
- An agent's average score falls below the team average
- A required script element was missed
Alerts can be delivered via email, in-app notifications, or webhooks to external systems.
Roles
AICA uses role-based access to make sure everyone sees the right information:
| Role | Access |
|---|---|
| Admin | Full access — organization settings, user management, billing, all projects and data |
| Supervisor | Team oversight — view all calls in assigned projects, team dashboards, coaching tools |
| Agent | Own calls only — personal scorecard, individual feedback, self-improvement insights |
Admins assign roles when inviting team members. An agent can only see their own calls, while supervisors see all calls in their assigned projects.
Delivery
Delivery is how AICA pushes analysis results to external systems. Instead of checking the AICA dashboard manually, you can have results delivered where your team already works.
Delivery options:
- CRM — Results appear directly in the call record within Bitrix24
- Email — Summary sent to supervisors or agents after each call
- Webhooks — Send data to any external system (Slack, custom dashboards, etc.)
Delivery is configured per project, so different teams can have different delivery setups.