Core statistics

There are 4 core statistics that display at the top of the page based on the filter selection.

No of Conversations - Displays the number of conversations within the selected time period and filters selected. If the 'Compare to previous period' option is selected, you will see an arrow indicating if the figure is above, equal or below the previous time period. E.g. Month on Month, Week on Week etc. as well as the figure for the previous period. In light grey, below, you can see the difference versus the previous time period, if you have ticked the checkbox to compare. Note that conversations are calls that have transcriptions against them - ringing, busy tones, etc. will not be included in this number.

Conversation Hours - Adds up the total hours, minutes and seconds of all conversations within the time period selected. If the 'Compare to previous period' option is selected, you will see an arrow indicating if the figure is above, equal or below the previous time period. E.g. Month on Month, Week on Week etc. as well as the difference against the previous period. Note that the conversation hours is equivalent to 'talk time' in other areas of the main product - we have called this conversation hours because it doesn't include calls where only ringing was heard, for example.

Avg. Conversation Duration - This will display the average time conversations are taking within the selected time period. If the 'Compare to previous period' option is selected, you will see an arrow indicating if the figure is above, equal or below the previous time period. E.g. Month on Month, Week on Week etc. as well as the difference compared to the previous period.

Sentiment - Here you will see the sentiment percentages for the period of time selected. If the 'Compare to previous period' option is selected, you will see a second bar of percentages for the previous time period. E.g. Month, Week etc. Hovering over the percentages will give you more information about the sentiment. Sentiment is calculated at a phrase level; consider the words 'that's awfully clever' - at a per word level, the sentiment is mixed. Using our AI platform, we assess at a phrase level to enhance the value and reliability of the overall sentiment. This is then aggregated across an overall conversation, and the predominant sentiment of each conversation is used for this graph.

Should you wish to look at the conversations involved in the sentiment ratings, you can select the 'View Conversations' button by clicking on the bar to fix the tooltip in place, then you can click the 'view conversations' button. This is the case across all graphs where this information is presented.

Conversations Duration

This graph allows you to see how many conversations within a duration range have taken place (0-1 minute short calls, then in five-minute increments). You will be able to see the comparison period next to each column.

The ability to 'drill down' into the specific conversation results is given here by clicking the relevant column on the graph, then selecting the 'view conversations' button in the advanced tooltip.

Conversations Timeline

The Conversations timeline allows you to see the number of conversations in total, or by topic, over your selected time period. You are able to filter the graph to specific topics or show all topics within. This is so that you can identify changes in trends, patterns and emerging datapoints across the time period selected. The solid line represents the time period selected, and the broken line presented the comparison period's results.

The default view will show you the total topics as shown above, while selecting the 'Topics' tab allows you to specify which topics you wish to see in the graph via the presented drop-down - you can multi-select these to show only those that represent key interest to you.

You can then click on elements of the graph to view the usual tooltip, as well as clicking through to the corresponding conversations for further investigation.

Sentiment By Topic

Topics have also been broken down to present the sentiment split across these, so that you can identify areas that need greater attention - for example, if 'Billing' is a significant in negative sentiment, you might want to interrogate that data to understand some of the emerging themes. You can change also the order that the sentiment topics are presented in using the 'Sort' button.

You can sort the order with the 'Sort' button.

You can then hover over the topic on the graph to view shortcuts to the corresponding conversations.

Performance

The performance table shows you number of calls, sentiment and average call duration information for the selected view - you can adjust this via the drop-down to present campaigns, teams, or users. In addition, you can click the drop-down arrow next to team or campaign names to see the users' calls for that campaign or team. This is to allow you to identify areas of focus, for example why campaign 1 is performing differently to campaign 2, etc.