Documentation

AI user analysis

Author: Łukasz Strumiński

Created: Jun 20. Updated: Aug 20.

Want to know how your Agents are performing in customer conversations? The AI user analysis report is a new level of insight into service quality - based on real data from conversations analyzed by artificial intelligence. It will give you a summary for each Agent, i.e. what is the dominant sentiment of their conversations, how does the scoring compare to the accepted evaluation criteria, and how many conversations are affected by the analysis. Moreover, an additional value is the average speaking time of the Agent, which allows you to better understand his communication style and engagement in dialogue with the customer! To use this report, go to Reports → AI Assistant → AI user analysis.

The left section lists the Agents whose calls have been analyzed by AI Voice Analytics:

• User - data of the Agent whose calls were transferred by AI Voice Analytics,
• Average scoring - the average percentage of interview evaluations based on the criteria used,
• Sentiment - summary of the detected sentiments of the conversations of a given Agent,
• Average speaking time - Agent's average speaking time in ongoing conversations,
• Number of calls analyzed - number of calls in which data were prepared for analysis.

When you click on , you will be taken to AI call analysis with a list of calls of a particular Agent within a given time period.

The report by default compiles data from the last seven days, to change it click on . In addition, when you select , you will see an option for additional filtering of the Agent list:

• User - the given Agent conducting the phone call,
• Scoring - the percentage range of passed evaluation criteria within the calculated average.

A summary for the filtered values is available on the right:

• Average call scoring - average value of scoring of analyzed Agents,
• Average speaking time - average value of speech time of verified Consultants,
• Sum of analyzed calls - the number of calls that have been analyzed under the established filters.

AI user analytics is a ready source of knowledge for feedback and development decisions. The data you previously had to painstakingly collect manually is now at your fingertips in one clear report!