Welcome 

The Welcome section gives you an at-a-glance view of how Conversation Analytics is performing. It shows the total number of calls transcribed, the total hours analysed, and the amount of AI-generated insights across those calls.

From here, you can also access our Help Desk to learn more about the product, or raise feedback and feature requests directly with our team.

Overview 

The Overview section gives you a clear snapshot of key statistics from all analysed interactions within your selected date range. You can quickly switch the date range from Yesterday, This Week, or This Month to review performance over time.

Total Interactions - The total number of interactions that took place during the selected time period.

Average Duration - The average length of interactions, including short calls under 30 seconds.

Total Hours - The total talk time from AI-analysed interactions lasting 30 seconds or longer within the selected time period.

Dominant Sentiment - A breakdown of overall call sentiment across all interactions in the selected period.

AI Coverage - The percentage of interactions, 30 seconds or longer, that were processed by AI during the selected time period.

Breakdown by View

The Breakdown by View section provides a deeper look at performance data, grouped by the filter views you currently have in place.

To find out more information on Views, click here.