Model Overview
The Outline Model breaks each conversation into meaningful segments that represent common phases of a support interaction, such as greeting, verification, problem statement, clarification, solution provided, and closing.
This helps you:
Quickly scan call flow and find the most relevant parts of an interaction
Compare how calls progress across teams, programs, or time
Understand where time is spent (e.g., verification vs. clarification vs. solution)
Filter and analyze conversations using consistent call structure
What are the Outline segments?
The available outline segments include:
IVR
Greeting
Verification
Problem Statement
Clarification
Solution Provided
Transfer / Hold
Closing
Voicemail
Note: Not every call includes every segment, and some segments may occur more than once (for example, if a new issue is introduced later in the call).
How we determine segments
As the model reviews a conversation, it identifies where the intent of the conversation changes and assigns the best-fit segment label to each portion. Segments are designed to be single-intent, meaning each segment should represent one phase of the call.
A typical call often follows this general pattern:
Greeting → Verification → Problem Statement → Clarification → Solution Provided → Closing
However, real calls can vary:
IVR may appear at the start of the call (or after a transfer)
Transfer / Hold can happen at many points
Multiple Problem Statements, Research, and Solutions can happen in one call
Voicemail may represent the entire call if no live conversation occurs
Segment definitions and guidance
IVR
What it is: Automated system prompts or routing menus (e.g., “Press 1 for…”).
Typically occurs: At the start of the call or after a transfer.
Example cues: “Please listen carefully as our menu options have changed.”
Greeting
What it is: Introductions and opening salutations from either party before verification or the issue discussion begins. May include company/program name and an offer to help.
Typically occurs: At the start of the live agent interaction (or after transfer).
Example cues: “Thank you for calling… my name is…”
What this is not: A brief “thanks” after a hold—those are typically part of the surrounding segment.
Verification
What it is: Identity, HIPAA/security checks, or recording consent required before discussing account-specific or sensitive information.
Common examples: DOB, address, ZIP, member ID, SSN (full or last four), recording consent language.
Important: Less sensitive identifiers like NPI, fax number, Medicaid ID, etc., are typically considered Clarification (not Verification).
Problem Statement
What it is: The initial description of why the caller reached out — the main question, request, or issue before troubleshooting begins. This can be stated by the caller or prompted/confirmed by the agent.
Example cues: “I’m calling because…”, “My medication hasn’t arrived…”
Common scenario: If a second, distinct issue comes up later in the call, the model may mark an additional Problem Statement at that point.
Clarification
What it is: Information gathering or review used to fully understand the issue before taking action. This includes follow-up questions, confirming details, checking internal systems, and clarifying context.
Example cues: “Just to clarify…”, “Which location…?”, “Let me pull that up…”
Included: Re-confirming information previously provided (including re-verifying details) when the purpose is clarification rather than formal identity verification.
What this is not: Action steps or final instructions—those belong in Solution Provided.
Solution Provided
What it is: The portion of the call where a clear resolution path is delivered, including what was done, what will happen next, and/or what the caller needs to do.
Example cues: “I placed a replacement order…”, “Here’s what we’ll do…”, “You should receive it tomorrow…”
Included: Commitments to follow up (e.g., “I’ll call you back tomorrow with an update”) when that’s part of resolving the issue.
Transfer / Hold
What it is: When the caller is actually placed on hold, transferred, or connected to another person/department (including a supervisor).
Example cues: “I’m going to put you on a brief hold…”, “Let me transfer you…”
What this is not: Short conversational filler like “one moment” without an actual hold/transfer.
Closing
What it is: Call wrap-up, including recap, satisfaction checks, final questions, survey messaging, and goodbyes.
Example cues: “Anything else I can help with?”, “Have a great day.”
Important: If new actionable steps are provided during wrap-up, that portion is labeled Solution Provided, and the goodbye portion remains Closing.
Voicemail
What it is: A recorded message where only one party is speaking and no live dialogue occurs (either leaving a voicemail or encountering a voicemail system greeting).
Important: If the interaction is voicemail-only, the entire call may be labeled Voicemail.
Common questions
Can a call have multiple solutions?
Yes. Calls can include multiple resolution moments, especially if the caller brings up multiple issues or the conversation returns to a new action step after additional research.
Why do I see Verification more than once?
Verification can happen again when:
A new agent joins after a transfer
The call returns to sensitive/account-specific information that requires re-checking
Tips for Best Use
Use Problem Statement to quickly understand why the customer called.
Use Solution Provided to locate what was done and what happens next.
Use Transfer / Hold segments to understand delays or escalation patterns.