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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

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