Speech analytics can:
Identify words that are said
Determine how those words are said
Determine when words are not said
Calculate silence time
Detect overtalk
Detect words that are in close proximity with the transcript
Enhance analysis with metadata such as:
Call direction
Wrap-up codes
Agent name
Speech analytics cannot:
Answer subjective questions
Transcribe some company names without going through an extra step
Determine which context is important
Determine if a response answers a question asked by a speaker
Determine if the agent took notes correctly