Individual Call

The call will open in a new tab and the Application Scores section will automatically highlight the Empathy section in yellow. In this case, the application identified 5 phrases within the Empathy phrase library.

Your Turn:

Your Turn:
You can quickly locate the first of these with the blue arrows on the right. Select the down arrow.

2. The first of these 5 phrases in yellow are highlighted in the transcript with orange; you can use the arrows to continue locating the remaining phrases.

3. You can select multiple categories on the left and it will highlight them similarly.

Your Turn:

Your Turn:
Let’s find out more about this call by selecting the “File Details” tab.

4. You can play the call using the controls here, or you can play a specific part of the call by clicking on any of the speaker turns.

5. You can download the audio MP3 file, JSON file which contains all the call’s data including application results, or just the transcript.

6. The ”Skip Silence” option will speed up manual review of a call by skipping over portions of the call where dead air was detected.

7. You can add a tag to the call to bookmark it for later use or to categorize it. The tag does transfer into the database when you export data (we will cover this in Module 6).

8. The tag also appears in the search results of the Dashboard screen.

9. There is some basic information in this section, but it’s worth mentioning that the ”Request ID” is the same as in Genesys if you ever needed to reference the original audio recording.

Your Turn:

Your Turn:
The “Show Emotion” option will show you where the AI has identified positive and negative emotion. Turn on the “Show Emotion” option.

10. The three scores shown here are how the AI scored the call for each speaker and as a whole.

The GREEN BACKGROUND indicates the speaker turn was said in a generally positive tone while RED BACKGROUND indicates negative tone.

The green bold text color indicates the words are rated as generally positive while red bold text color indicates a generally negative word.

11. Silence is a calculation of how much dead airtime there is compared to speaking time; it indicated in the transcript with [SILENCE #] for the number of seconds of silence that occurred.

12. Overtalk is a calculation of how much the agent and client speak over each other compared to not doing so; it is indicated in the transcript with a blue line where the overtalk occurred.

13. Clarity is how clear the speakers can be understood and is greatly affected by the bit rate of the audio recording.