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The first parameter we need to set is the date range. This can be as small as a single day, and as wide as all dates with data.
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✅ Your Turn
To ensure we are searching through all the calls currently loaded in the system, select the “All dates with data” option.
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Calls below 1 minute 30 seconds provide little to no substantial value in analysis, and calls with low call clarity have less transcription accuracy.
✅ Your Turn
Adjust the ”Call Duration” to exclude calls shorter than 1:30.
Adjust the ”Agent Voice Clarity” and “Client Voice Clarity” to exclude calls with less than 70% clarity.
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4. Now we can see the results have been refined down to 6,258 calls.
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5. Next, we will take a look at the different search options in the “Term” section. Let’s find a call where the client is both frustrated and confused.
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✅ Your Turn
Let’s look for instances where a customer expressed that they were confused and frustrated.
First, select the “Client” option from the drop-down menu.
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Phrases/Terms
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Special Characters
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