Call Recording Report Speech Analytics
Call recording now provides transcription and sentiment analysis after a call recording is complete. You can use the Call Recording Report search panel to search for specific verbiage within the report using the Search for Verbiage option.
Sentiment Analysis is available. This is based on the tone of the call which is described with the Neutral bar.
Call Transfer Report Enhancements
Previously, the Call Transfer Report displayed the Agent ID only for agent to agent transfer, and the Phonebook entry that was selected when using a Phonebook transfer. Hence, the users were not able to validate the end-to-end outcome when using Phonebook transfers.
In this version, the Call Transfer Report displays the following information in the below mentioned columns:
- Phone Book Type(New) - Displays whether it was a Service, Service Group or External transfer and is displayed for Phonebook transfers only.
- Phone Book Transfer (New) - Displays the Service name, Service Group name in case of a Service, Service Group or Agent to Agent transfer; and is blank in case of External or Manual transfer.
- Transfer target (Existing) - Displays Agent Login ID in case of a Phone book, Service, Service Group or Agent to Agent transfer; and phone number in case of External or Manual transfer.
Search Parameter Area is Minimized After Running a Report
The search parameter area of the following reports collapse once the user clicks the Generate Report button and provides them an optimized view of the generated report.:
- Failed Operator Report
- Real Time Report
- Campaign Line Summary Report
- Email Campaign Summary Report
- Phone Lookup Report
- Account Lookup Report
- Service Efficiency Report
- Call Recording Report
- Agent Activity Report
- Agent Summary Report
- Clicker Efficiency Report
- Agent Team Summary Report
- Billing Forecast Report
- Billing Duration Report
Help Link Removed From Reporting
The help icon (?) is removed for the following reports as it is no longer accurate and is not being used:
- Campaign Line Summary Report
- Email Campaign Summary Report
- Service Efficiency Report
- Agent Activity Report
- Agent Summary Report
- Agent Team Summary Report
- Clicker Efficiency Report
- Billing Duration Report
- Inbound Efficiency Report
Users can access the content related to the reports through online Help and User Hub documents.