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., the Player can display speech callouts and emotions as an additional layer of information.
The Player provides the following features:
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Speech callouts: Callouts are shown for terms associated with specific speech categories or search terms. These callouts are color-coded to distinguish between speakers (for example, employee and customer).
Callouts are not displayed for real-time categories.
Color-coding remains consistent regardless of whether the recording is in stereo or mono.
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Genie Bot callouts (if licensed): When viewing the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. in the AI Insights workspace Area within an application window where the user interacts with the program., additional callouts are displayed for quotes corresponding to Genie Bot responses.
If Genie Bot callouts overlap with callouts from other sources, Genie Bot callouts are prioritized and displayed.
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Emotion markings: Specific markings highlight areas within 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. where emotions were detected.
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Interactive navigation: Clicking a speech callout or emotion marking jumps the playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. to the relevant section of the interaction.