Analytics

Analytics sums up a whole period: what your customers talk about, how quality changes over time and where each person falls short. It counts analyzed calls only.

At the top you choose the Period (7, 30 or 90 days, or a custom range) and, if you want, a Campaign or an Agent. Everything below is recalculated for that selection and compared with the previous period of the same length: if you look at 30 days, the comparison is with the 30 days before.

A report reads at most the 5,000 most recent calls in the period. If there are more, the page tells you, and it is best to shorten the range.

The first strip highlights up to three things from the period, each with a link to the detail:

• Rising topic: the topic that is growing the most, and its score.
• Weakest criterion: the criterion in which the team earns the fewest points.
• Improvement: the agent who has improved the most.

Figure	What it measures
Average score	The average of all analyzed calls in the period.
Critical calls	What share of calls score below 60 points.
Resolved in the same call	What share ended with the outcome “Resolved”.
Average length	How long a call lasts.

Each one shows its change from the previous period.

Each circle is a topic. Its size is the number of calls. Its color is either the average score of those calls or how the customer feels in them, whichever you choose. A large red circle is a frequent topic that goes badly: start there.

When you choose a topic you see its figures, how its volume has changed, the breakdown of customer sentiment, the criterion that fails most in those calls and customer quotes about the topic, with access to the calls. If you prefer a table, change the View to List.

The analysis assigns the topics from what is said in the calls. You do not have to define them.

• Score over time: the daily average, with the previous period’s average in the background.
• How scores are spread: how many calls fall in each ten-point band. Two equal averages can hide very different spreads: many ordinary calls, or a few excellent ones and as many critical ones.

A table with the agents in rows and the criteria of one template in columns. Each cell is the percentage of points that agent earns in that criterion, colored with cuts at 45, 60, 80 and 90. The red cells show where to start coaching.

The table covers one template at a time, because the criteria of different templates cannot be compared. Only calls with an agent assigned appear.

Four measures of how the calls go:

Measure	What it measures
Who speaks	What share of the time the agent speaks and what share the customer speaks. In customer service the agent usually speaks 40 to 60% of the time.
Silence and holds	What share of the call passes with nobody speaking.
Speaking speed	Words per minute while someone is speaking.
Longest monologue	The longest stretch, on average, in which one side speaks without the other side speaking.

Export downloads the period’s figures: the summary of key figures with their change, the topics table, the team-by-criterion table and the day-by-day trend.