Documentation

AI call analysis

Author: Łukasz Strumiński

Created: Jun 20. Updated: Aug 1.

The AI call analysis report is your knowledge center for communication quality. In one place, you will find all the conversations analyzed by artificial intelligence along with sentiment evaluation, scoring (scoring) according to defined criteria, and details of which criteria were met and which were not. To use this report, go to Reports → AI Assistant → AI call analysis.

The left section provides a summary of analyzed calls by AI Voice Analytics:

• Type - type of phone call being made (Infoline/Campaign),
• Date - date of connection,
• Call duration - the length of the conversation between the Agent and the Customer,
• Agent - data of the agent conducting the interview,
• Customer - Customer data from CRM,
• Scoring - the percentage of the conversation evaluation based on the criteria used,
• Sentiment - detected sentiment of a given conversation,
• Link - move to the details of a given conversation.

By default, the report compiles data from the last seven days; to change, click on . In addition, when you select , an option for additional call filtering will appear:

• Infoline queue - narrowing the search to a specific Infoline queue,
• Campaigns - selection of the specific campaign under which the interview was conducted,
• Call duration - the interval of duration of the conversation between the Agent and the Customer,
• Agent - the agent in charge of the phone call,
• Customer - data of the customer whose conversation was analyzed,
• Scoring - percentage range of passed evaluation criteria,
• Sentiment - narrowing the search to a specific sentiment of the conversation.

When you select a specific conversation from the list on the right, a summary of it in terms of AI analysis will appear:

In a single summary, you get the scoring of a call, the criteria that make it up as well as the sentiment or proportion of the call. With this summary, you gain not only numbers, but also context - ready to draw conclusions, train your team and take service quality to the next level. With one glance, you assess how your Service Department is talking to customers and how you can do even better!