Global Analytics — Sentiment, CSAT & Call Insights

Introduction

We're excited to announce significant enhancements to Global Analytics, providing a more comprehensive view of your voice agent performance. This update integrates critical insights like caller sentiment, CSAT scores, and detailed call outcomes directly into your analytics dashboard, eliminating the need to sift through disparate data sources.

Feature Highlights

• Caller Sentiment Analysis: Understand the emotional tone of customer interactions, helping you identify areas for agent coaching and process improvement.
• Customer Satisfaction (CSAT) Scores: Directly track customer satisfaction for voice interactions, providing a clear metric for service quality.
• Call Outcomes and Trends: Gain visibility into what's happening on calls, including top topics, average handling time, and overall call volume trends, enabling better resource allocation and strategy.

How to Use

1. Go to Analytics → Global Analytics.
2. You'll now see caller sentiment, top call topics, a CSAT score, call outcomes, and call volume trends alongside your existing metrics.
3. Reach out to support if you'd like your call topics customized to match your business.

Benefits

• Clearer Performance Picture: Get a clearer picture of how your voice agents are performing — see caller sentiment, satisfaction scores, and what's actually happening on calls, without digging through raw call logs.
• Actionable Insights: Quickly identify trends and areas for improvement in agent performance and customer experience.
• Streamlined Reporting: Access all critical voice analytics in one centralized location, simplifying reporting and analysis.

Example Workflow

A contact center manager logs into the platform and navigates to Global Analytics. They immediately notice a dip in CSAT scores for a specific period, correlated with a rise in negative caller sentiment. By reviewing the top call topics for that period, they identify a recurring issue related to a recent product update. This allows them to quickly address the product issue with the relevant team and provide targeted coaching to agents on handling related inquiries, ultimately improving customer satisfaction.

Result

Users can now gain a deeper, more actionable understanding of their voice agent performance and customer interactions through integrated sentiment, CSAT, and call insights, all within the Global Analytics dashboard.

See Also

• Global Analytics dashboard
• Voice Agent