How does AloAi Voice Analytics support admins?
AloAi Voice Analytics offers features that provide deep insights into agent performance and customer interactions, enabling admins to effectively monitor and improve team operations.
Your dashboard: A quick overview of team performance
You'll find a link to the Analytics Dashboard in the left column of the Admin interface:
From the analytics dashboard you can:
View key metrics - view essential data such as keyword occurrences, talk time, and sentiment distribution for agents and customers. Use these stats to spot trends, measure call effectiveness, and improve efficiency.
Analyze sentiment trends - the sentiment trends graphs provide insights into performance. One graph highlights agent sentiment, reflecting their interactions, while the other tracks customer sentiment, revealing their responses as positive, neutral, or negative.
Filter for relevant data - the dashboard allows you to filter data by agent, team, or time period. Whether you need to analyze last week's performance or drill down into an individual agent's metrics, these filters make your analysis more targeted and efficient.
Highlight communication trends
View frequently used keywords – the Word Analytics section identifies commonly used words or phrases from calls. Clicking on a keyword filters the dashboard to display related data, helping to uncover patterns and trends in conversations.
See top categories – the Top Categories section uses a bar graph to display key categories. Clicking on a category refines the dashboard view, allowing for quicker analysis and action on related data.
Go deeper with call transcriptions
Review call transcriptions and additional details by clicking the “Show Transcription” icon on a specific call within the Analytics Dashboard.
View the full details of call transcriptions in our AloAi Voice Analytics guide for agents.
Read this guide to learn more about how to configure AloAi Voice Analytics and fully leverage its capabilities.