1. Visualize call analysis

After every call is analyzed, you can see all the useful information about it:

-General information about the call: date of creation, audio file name, duration, agent, call type, called number, etc.
-The transcript of the call
-The call audio file
-Questions/responses with explanations on each response, and the possibility to listen exactly where the answers are given in the call.

2. How to load a call

To analyze the next calls, you should first load them.

Let's load our first call:

3. Create a question

You can modify/create as many questions as you want in your monitoring sheet. There are three types of questions:

3.1 Question Text

You can choose a question text when the answer is a paragraph. For example: 'Give me the summary of the call' or 'What topics were discussed in the call?'

If you have a yes/no question, it is preferable not to select this type of question.

Let's create a question text:

3.2 One choice question

A single choice question is used when there is only one possible answer. It's usually used with yes/no questions.

Let's try it:

3.3 Multiple choices question

A multiple choice question is used when the answer is not necessarily unique. In this case, you can have multiple answers.

Let's see an example:

4. Re-run a call analysis

If you change a question in the monitoring sheet, and you want to re run an analysis on a call, here's how to do it:

5. Search a call

For a large number of loaded calls, it becomes useful to have filters. In the 'Search' feature, you can search for calls with specific characters or for a particular call.

Let's search for the call in the previous video:

6. Change monitoring sheet parameters

You can change many parameters in your monitoring grid. Let's see how: