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AutoInsights Documentation

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Media Player Documentation

Call Analysis Dashboard – Documentation

Purpose of this View

This section provides a deep dive into a single call, showing:

  • Call details & summary
  • Full transcript (agent & customer) – if a mono call, we may not use Diarisation –  separation of the calling parties (agent / customer).
  • Keyword usage
  • Emotion analysis – if module applied to the analytics.

It helps managers and QA teams understand not just scores, but how the conversation actually happened.

1. Call Details

  • Call ID → Unique identifier of the call.
  • Call Date → Exact date & time of the call.
  • Agent(s) → Name(s) of the agents who handled the call.
  • Queue → Department or type of call (e.g., “Claims Call 1”).

👉 Use this section to track and locate a specific call.

2. Call Summary

  • A system-generated summary of the entire conversation.
  • Highlights: greeting, customer request, issue raised, and resolution provided.
  • Example: Customer reported a car incident → Agent gave instructions → Call closed with helpful advice.

👉 This saves time by avoiding the need to read the full transcript.

3. Audio Player

  • Playback option for the recorded call.
  • Visual timeline shows when the agent or customer is speaking. For Stereo calls, agent is Blue, Customer is Orange.
  • Helps auditors quickly jump to specific parts of the conversation.

4. Keywords

  • Shows frequent or important words/phrases used in the call.
  • Categories can include:
    ✔ General Repeat Phrases
    ✔ Opening Greeting
    ✔ Positive Words
  • Example: “Good morning,” “Welcome to,” “How can I assist.”

👉 Useful for detecting detecting where certain words or phrases were used. NB – for OotB, we only provide Profanity keywords.

5. Transcript

  • Full text version of the call.
  • Divided into Agent and Customer sections with timestamps. (if Stereo call recording).
  • Example:
    ✔ Agent: Good morning, welcome to insurance claims…
    ✔ Customer: I’m struggling to get through, I want to report a claim.

👉 Great for detailed review and auditing.

6. Emotion Analysis  – if module activated

(a) Emotion Radar Chart

  • Compares Agent vs Customer emotions such as:
    ✔ Energetic
    ✔ Passionate
    ✔ Emotional
    ✔ Uneasy
    ✔ Stressed
    ✔ Confident
    ✔ Thoughtful
  • Example: Customer may appear emotional & uneasy, while agent shows calm & confident.

(b) Emotion Detail Graph

  • Timeline-based emotion tracking throughout the call.
  • Shows fluctuations in tone and stress for both Agent (blue) and Customer (orange).
  • Example: Customer stress spikes when reporting an incident; agent remains consistent.

👉 Helps evaluate empathy, calmness, and stress handling.

7. Toolbar Buttons (Highlighted Area)

  1. Quick Review Button
    ✔     Instantly opens a Quick Review Panel.
    ✔     Displays transcript snippets with evaluation notes.
    ✔     Useful for fast quality checks without filling a complete QA form.
  2. QA Form Button
    ✔     Opens theQA Scorecard Form.
    ✔     Used for detailed evaluation across multiple quality categories.
    ✔     Expands into a structured scoring format.
Quick-Review

8. QA Form (Scorecard View)

When the QA Form button is clicked, a detailed scoring interface appears:

  • Total Score – Shows the overall score achieved by the agent.
  • AI Score – Indicates the AI-evaluated score.
  • Status – “Passed” or “Failed” depending on performance.
  • Show All Scores Button – Expands to display detailed scoring breakdown.

Categories (Drop-downs)

The form is divided into sections, each with detailed questions:

  1. Customer Experience QA (Empathy, Friendliness, Professionalism, etc.)
  2. Business QA
  3. Compliance QA
  4. Risk Assessment

Each section can be expanded or collapsed for review.

9. QA Form Controls

At the bottom of the QA form, the following options are available:

  • Save – Stores the completed QA evaluation.
  • Print – Exports the QA form and results for record-keeping.
  • Clear – Resets the form so a new evaluation can be performed.
QA Form
QA Form-1

How to Use this Dashboard

  1. Start with Call Summary to get a quick overview.
  2. Play audio if deeper verification is needed.
  3. Check keywords to see communication quality.
  4. Review transcript for detailed interactions.
  5. Analyze emotions to understand tone, empathy, and stress.

Benefits

  • Saves QA review time with auto-summary.
  • Improves agent training by showing real examples.
  • Identifies customer emotions & pain points.
  • Provides a balanced view of both agent and customer performance.

👉 Together with the main QA Scorecard, this view gives a complete 360° performance analysis: from scores at team level → to detailed emotions, transcripts, and compliance at call level.

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