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 provides admins with a comprehensive overview of transcription information.
It offers valuable insights that can help reduce uncertainty, make informed decisions based on reliable data, and take timely action to address potential issues.
Additionally, the dashboard allows admins to assess team performance, identify areas for improvement, and develop targeted training or script enhancements.
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
To access the Smart Transcription Dashboard, simply go to the Dashboard and click on the Transcription tab.
Exploring the Cards on the Smart Transcription Dashboard
The Smart Transcription Dashboard provides different graphs of reports for analysis.
The 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 and Customers' Sentiments and compare them to the company-wide unfiltered sentiments respectively. You will see the explanation for each bar by hovering the mouse over the charts.
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.
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.
Search in Transcription History - The user can search for any word in the conversations by typing into the search field.
Filtering Data in Smart Transcriber Dashboard
Data filtering is selecting properties of your data set and using that for analysis. When you filter the data, properties that meet the criteria are displayed in the dashboard.
How to Adjust the Filters
Filters allow you to narrow down the data and focus on specific properties that are relevant to you. By applying filters, you can easily view the information that you are interested in and gain valuable insights from it.
In the Transcription Panel tab, click the Filters button.
Choose the specific properties that you would like to filter.
After selecting the properties you want to filter, click on the Apply button to apply the filters. You can always find the current filter displayed right below the filter bar.
To change your filter properties, click the reset button to clear all filters for transcribed calls.
