AI Insights

If you have Conversation Intelligence as part of your plan, you will see the AI Analytics tab within your Analytics dashboard. This report will be where you can reference all the Conversation Intelligence data you have gathered for calls where AI features were enabled.

Filters

Filters are set at the top of the report, along with the date and time range of data you want to see. The filters you select will show along the top of the page and can be cleared to update the data shown below. Available filters include:

Call direction
- Inbound Only
- Outbound Only
- Inbound & Outbound
Tags
- select from specific tags used by your company
Topic
- select from topics generated via topic extraction
Sentiment
- Positive
- Negative
- Neutral
Talking ratio
- Move the slider to filter for a certain ratio of agent talking vs. agent listening
Agent
- Select one, multiple, or all agents

Statistics

The stat cards for this report are focused on Conversational Intelligence features. Selecting a stat card will cause the data below to refresh, and the general call log table will be replaced with a breakdown section focused on data related to the selected card.

Card	Purpose
Talk/Listen Ratio	Show the averaged talk/listen ratio for the agent or agents included in this dataset.
Sentiment	Show the averaged percentage breakdown of positive, neutral, and negative conversation segments included in this dataset.
Overall Topics	Tally the total number of topics identified in calls which are included in this dataset.
Top Topics	List the 5 most common topics identified in calls included in this dataset, ordered by mention frequency. Include the percentage of times mentioned.

Call Log Table (General)

By default, the AI Analytics report shows a call log table that includes all data from within the selected time range. In addition to call data and details, you will be able to play and download recordings here. This table will be replaced by a specific breakdown section if you select one of the stat cards above.

Select the triple dots icon for a given call in the log to view Call Details. In Call Details, you can see the breakdown of the call recording, call steps, sentiment analysis, topic extraction, the AI generated summary, and more.

Transcript Search

The transcript search feature is an exact match search that can be used to find words or phrases transcribed from calls. Realtime filtering is used to display the relevant call logs with a transcript preview that has the matching phrases highlighted. From there, you can show all results for a comprehensive analysis, or select one of the calls in order to redirect to Call Detail for deeper investigation.

With the transcript search function, it is easy to:

Find specific dialogue quickly.
Review agent compliance with call scripts.
Investigate trending issues.

Start typing into the search box above the call log table within the AI Analytics report to filter for key words or phrases in transcribed calls.

Breakdown Sections

Selecting a stat card will filter the data to show a breakdown section for that card, which includes a graph and filtered call table data. Selecting a point on a graph or accompanying table will further specify any data which falls below it.

Talk/Listen Ratio

The graph here will show fluctuations of your agents' talk/listen ratios over time. You can select the By Agent tab and choose an agent in the left table to focus on data for that agent. The call log table below will dynamically reflect this data.

Sentiment

In the Over time tab of the graph, you can view sentiment shifts of your agents over time. Select By topic to see percentage breakdowns of positive, negative, and neutral sentiments for a given topic. Or, select By agent to focus on sentiment data for a given agent.

Topics Cards

Selecting the Overall Topics or Top Topics cards will show a breakdown of topics mentioned over time. Select one of the listed topics from the Mentions in call table to focus on data for that particular topic.

If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!