Quality Analysis on New Experience

With the New Client Experience, on Voice Recordings, it is possible to apply a Quality Analysis using the AI features.

Voice Recordings on New Client Experience

On the New Client Experience, the Voice Recordings section shows more advanced search filters and custom columns.

Open

It is possible to configure columns and fields of the table and the table width can be flexible, namely fittable to the surrounding space, or fixed, according to a specific dimension measured in pixels.

You can also add as many columns as you need.

Moreover you can customize the number of elements, from the text field Number of Items per page, for example, a maximum of 10.

Open

 

You can apply a series of filters to find several voice recordings:

• Duration that can organize the data in ascending or descending order (so this filter does not allow the insertion of text or numbers)

• Date: you can select a time range from the calendar or you can choose default option as today, yesterday, this week, last week, this month, last month, this year, last year

• Agent who managed the conversation

• Caller / Called or Connected (agent’s internal number)

• Type: internal, inbound, outbound or dialer

• Unique ID

• Queue on which the call arrived

• Disposition (1°,2°,3° level)

To filter Voice Recordings click on Apply Filters

A voice recording can have one or more Transcriptions, Post-Call Analytics, or Sentiment Analyses. To launch Transcribe, Sentiment Analysis and Post Call Analytics you can select the voice recording and use the icons on the top right. There is also a specific button to export files in .csv format.

It is also possible to see all the actions' results relative to a Voice Recording, by clicking on a specific recording. From this interface, you can see the details of the Voice Recording, which cannot be modified, and the amount of actions taken (e.g. 11 Transcriptions)

Here, you can see the details of each transcription, with indication of Date (default descending sorting), Status, Service (Amazon AWS or OpenAI), Language code and Display column (represented by the eye icon).

Requirements

Transcribe

You can launch a new transcription, by inserting the Provider:

By clicking on the eye button it is possible to see audio details:

• Two audio bars, indicating the User and Customer audio channels (enabling split voice recordings in settings section).
  The right channel, represented by the agent, has downward values, while the left channel, containing the client's audio, shows upward bands. By scrolling the vertical bar to a position on the plot, you can see the detail of the corresponding part of the transcript.

• Word confidence colors are label to indicate the speech recognition's reliability level. Specifically, white text is above 90% sure, orange 50% and red is less than 50% (the system had difficulty identifying the correct words).
  It is possible to Hide confidence to remove the above-mentioned colors from the text body

• On the left there is the conversation transcription, divided by the two speakers (User and Customer). The duration time of each exchange is reported in seconds

• To see a more detailed view of the transcription, click on Show table visualisation

Sentiment Analysis

Sentiment analysis can be run on the latest transcription produced by AWS transcribe, OpenAI whisper or post call analytics. This feature inspects the call transcript text and returns an inference of the prevailing sentiment (POSITIVE, NEUTRAL, MIXED, or NEGATIVE, expressed in percentage) and their corresponding confidence levels.

Post-Call Analytics

Post-Call Analytics estimates how the customer and agent have been feeling throughout the call.

By clicking on a row you can see details about analysis. This feature can be useful when the sentiment output is negative, so the user can choose to run the post-call analytics, to find out in which parts of the conversation the issue occurred.

For each piece of conversation, you can view the speaker’s tones of the voice, expressed using emojis:

Moreover when categories are matched in the conversation by AWS (when the audio is sent to analysis), you will see a green star near the phrase and a orange bar to the left

So it is possible to track also pause, for example by filtering by non_talk category to match moments in which pauses last at least the seconds entered in the category configuration (it’s possible to find pause moments also inside comics of conversation)

Data Redaction

This function allows users to choose if to enable the data redaction process before starting the post-call analysis. By enabling this mode, when you launch a Post-Call Analytics, sensitive information (credit cards, phone numbers, addresses, etc.) will be hidden in the return transcript from AWS (sensitive data are hidden by asterisks).

Troubleshooting

To check if the Redis container is started correctly, you can follow this procedure:

• connect to the machine in SSH and launch this command as root user

• in the list of active containers, a container using the Redis image (in IMAGE column) and named “bullmq-v1” (NAMES column) should appear.
  Moreover you can see that in PORTS column, the host port 21000 is mapped (in this case to internal port 6379 on the container).

• Then you need to check the environment variables in the .env file (variables published in requirements paragraph).

• Finally as motion user

go to folder cd /var/opt/motion2 and launch this command

to apply the changes to the environment variables, but consider that it restarts the API and it can create disservice (so it is recommended to launch it while you are not using the server).