In this article
What is Smart Transcription Dashboard?
Every customer call is valuable. Smart Transcription helps you understand your customer's voice because
you know your customer's exact words when you transcribe calls to text
it provides insights to help your business grow
it helps you identify the gaps and take steps to improve
The Smart Transcription Dashboard has an aggregated look at transcription information for admins. It also helps you
reduce uncertainty and make decisions based on reliable data
early detection of possible issues allows for timely action
assess team performance and develop training or improve scripts in specific areas
Learn more about the Smart Transcription Dashboard in this article.
Prerequisites
Only Admins can access the Smart Transcription Dashboard
You subscribed to the Smart Transcription feature
How to Access the Smart Transcription Dashboard
The Smart Transcription Dashboard is accessible in the following menus:
Dashboard
Navigate to Dashboard, click the Transcription tab
Lines
Navigate to the Lines menu, click the Activity button of the selected line
Select the Transcription tab to show the Transcription Report Panel
Ring Groups
Navigate to the Ring Groups menu, click the Activity of the selected Ring Group
Select the Transcription tab
Users
Navigate to the Users menu, and click the Activity button from the selected user
Select the Transcription tab
Understanding the Smart Transcription Dashboard Cards
The Smart Transcription Dashboard provides different graphs of reports for analysis.
Overall Stats Card
On the top left of the dashboard you see the Overall stats card which contains the following data:
Transcribed Calls
This displays all transcribed calls while the Transcription Setting is active or enabled. If you disabled the transcription setting, the call cannot be later transcribed.
Custom Keyword Occurrences
It displays the number of times when specific keywords are mentioned in the calls.
Average Talk Time
This talk time shows the mean or average talk amongst the filtered conversations.
Agent Negative/Positive Calls
This refers to the negative or positive impression of the agent's call.
Contact Negative/Positive Call
This classifies the contact's side of the conversation as negative or positive.
Agent/Contact Talk time Ratio
It shows the ratio of participation between the agents and contacts
Sentiment Analysis
These charts show the selected filter of Agent's and Customers' Sentiments and compare them to the company-wide unfiltered sentiments respectively. By hovering the mouse over the charts you will see the explanation for each bar.
Agent Sentiment
Agent Sentiment shows the total transcribed calls for all agents
Customer Sentiment
Customer Sentiment reveals the total transcribed calls for all the customers
Custom Keyword Frequency
Custom Keyword Frequency displays the particular keyword occurrences in the chosen call transcription. To highlight the feature, a few default terms are added to the settings.
📝 Note - You can change the keywords if you select the edit button in the top right corner of this card.
Top Categories
This bar chart explains the top categories among the selected conversations. The AI program generates and identifies these categories based on the conversation's context. These work better for longer conversations and for having more data to analyze.
Transcription History
The list of the conversations is in the transcription history. Data include:
Agent Name
Talk Time
Call Duration
Contact information
Start Time
Contact Sentiments
View the Smart Transcription Analysis Page
In the operations column, click the Show Transcription button to view the individual call transcription
Screenshot of Smart Call Transcription Analysis Page
Search in Transcription History
The user can search for any word in the conversations by typing into te search field
