Call intelligence
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Nov 1, 2021 |
Business value
The transcript of a call and an in-depth analysis of a particular call recording can help an organization better understand how the engagement with the customer progressed and present opportunities for agent training.
Feature details
Through historical analytics, supervisors will be able to drill into a particular call to view more details. Each call will include voice-specific metrics, such as talk-to-listen ratio, talking speed, and more. Supervisors can also see the detailed sentiment throughout the call, shown alongside the transcript for further analysis. This view helps supervisors better understand how the call went and identify areas for improvement.
This capability leverages the call transcription and sentiment analysis to produce the following metrics:
- Talking speed
- Switches per hour
- Pause before speaking
- Longest customer monologue