After reading this overview, you will know what Pulse does in Volie, which roles can use each capability, and where to go next for setup, daily use, and dashboard reporting.
Why teams use Pulse
Teams use Pulse to automatically analyze phone calls, surface coaching and revenue opportunities, and give managers a single place to review call quality without listening to every recording. Pulse transcribes calls, applies an AI Pulse Assessment (Approved by Pulse or Flagged by Pulse), and highlights patterns such as missed appointments, escalated customers, and disposition mismatches.
What Pulse is
Pulse is Volie's call intelligence layer on top of Communication Center. When Pulse is enabled for your account, organizations, and campaigns, Volie analyzes eligible calls after they complete and makes results available on the Call Intelligence Dashboard, in Pulse Alerts, on individual call detail, and in the customer profile Pulse tab.
Before you start
To use Pulse capabilities in Volie, you need:
Pulse enabled at the account level (an Admin or Volie support contact can turn this on)
Pulse enabled for the organizations and campaigns whose calls you want analyzed
A Manager, Supervisor, Organization Manager, or Admin role for the Pulse dashboard and alert configuration — Agents do not open the main Pulse dashboard but may see Pulse results on customer profiles when enabled
Pulse capabilities at a glance
The table below maps the main Pulse capabilities in Volie and who typically uses each one.
Capability | What it does | Typical users |
Call Intelligence Dashboard | Summary tiles (for example Need Attention, Missed Opportunities, Flagged by Pulse), filters, and Export to PDF | Managers, Supervisors, Admins |
Call review | Open a call from the dashboard, read Pulse Analysis, compare Pulse Disposition to the agent disposition, and validate with transcript and recording | Managers, Supervisors, Admins |
Pulse Alerts | Email (and optional Teams or Slack) notifications when new calls match rules you define — assessment result, flags, campaigns, teams, Call Topics, Keywords when enabled, and more | Managers, Supervisors, Admins |
Pulse Assessment | Overall call result (Approved by Pulse / Flagged by Pulse) with detailed assessment items on call detail | Managers, Supervisors, Admins |
Communication Center — Pulse tab | Pulse assessments and disposition comparison on a customer profile | Managers, Supervisors, Admins (agents may see summary cards where enabled) |
Pulse Employee Report | Employee-level assessed and flagged call metrics for coaching | Managers, Supervisors, Admins |
Pulse Organization Report | Organization-level assessed and flagged call metrics | Managers, Supervisors, Admins |
Quick start
Follow these steps to orient yourself to Pulse before deeper setup or reporting work:
Confirm Pulse is enabled for your account, organizations, and campaigns with your Admin or Volie contact.
Open Pulse from the main menu and land on the Call Intelligence Dashboard.
Open Filters, set Date Range, then select Apply Filters. Review Total Calls and Need Attention to see volume and priority load.
Select a tile such as Flagged by Pulse, Missed Opportunities, or Most Important to open the matching call list, then open a call to review Pulse Analysis and the recording or transcript.
From Filters, select Manage Alerts or Save as Alert if you want email when new calls match specific Pulse criteria.
Select Export on the dashboard when you need a PDF snapshot of the current Call Intelligence Dashboard view to share outside Volie.
If you see a prompt to turn on AI-powered insights instead of the dashboard, Pulse is not enabled for your account yet — contact your Volie Admin or Customer Success contact.
Limitations
Pulse has these verified limits that affect what each role can do:
Agents, Organization Agents, and Client Employee roles cannot open the Pulse dashboard — managers and supervisors use Pulse for team-level review.
Pulse analyzes calls only when Pulse is enabled for the account, organization, and campaign (or incoming number) handling the call.
Call Topics, Keywords, Primary Topic, and some dashboard filters may be available only on certain accounts or feature releases.
When your dealership CRM receives post-call data from Volie, a clickable Pulse Details URL in CRM call records is supported on some CRM integrations and may not appear in others — open the call from Pulse or Communication Center when no CRM link is available.
Common questions
Who can configure Pulse for my organization?
An Admin, Manager, Owner, Supervisor, or Organization Manager can enable Pulse for organizations and campaigns under Admin. Account-level Pulse enablement is typically handled by a Super Admin or Volie support.
Can agents see Pulse results?
Agents do not open the Call Intelligence Dashboard, but managers may share coaching from Pulse review sessions. On customer profiles, users with access may see Approved by Pulse or Flagged by Pulse on the Pulse tab when Pulse is enabled.
What is the difference between Pulse Alerts and the dashboard?
The Call Intelligence Dashboard is where you explore calls, filters, and trends on demand. Pulse Alerts notify you by email (or Teams or Slack when configured) when new analyzed calls match rules you save — useful for daily monitoring without checking the dashboard manually.
Does Pulse analyze every call immediately?
Pulse runs analysis after eligible calls complete. Very short calls, voicemails, or calls on campaigns without Pulse enabled may not appear in dashboard totals.
Next steps
How to set up Pulse for your organization — alerts, keywords, and disposition mappings
How to review calls analyzed by Pulse — day-to-day call review workflow
How to read the Pulse dashboard — tiles, filters, and exports
How to use the Pulse Employee Report / How to read the Pulse Employee Report — employee coaching metrics
How to use the Pulse Organization Report / How to read the Pulse Organization Report — organization-level metrics