Speech Analytics data

If your system is integrated with Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions., you can show speech callouts and emotions as a separate layer of information on the Player.

The Player shows:

• Callouts with terms associated with speech categories or terms that you have searched for. The callouts are color-coded according to the speaker (employee and customer).

  Callouts are not displayed for real-time categories.

  Color-coding of the callouts is displayed regardless of the recording type (stereo or mono).

• Markings that indicate areas where emotions were detected during the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element..

  You can click a callout or emotion marking to jump directly to the section of the interaction in which the term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. was spoken or emotions were detected.

  If the interaction includes too many terms associated with speech categories, the Player hides some of the callouts to prevent overlap.

Related topics 

Player overview

Play an interaction

Transcription tab

Speech Analytics