Details report in SpeechSense

The Details report shows how the values of the evaluation parameter change over time for each data cross-section. For example, you can build a report on the average dialog duration, group its values by departments and specify the period of one year. As a result, the report will show how the average dialog duration changed throughout the year for each department.

How to build a reportHow to build a report

To generate the Details report, specify the following settings:

• Evaluation parameter: Report will show changes in this parameter values.
• Filters: Apply to dialogs in the report.

With the settings configured, you can now build a report. It will present the evaluation parameter values for multiple data cross-sections in chart and table form.

Evaluation parameterEvaluation parameter

Evaluation parameter: Parameter whose changes you can view in the report. Only numerical parameters are considered. If you select a tag, its value will be the number of times the tag was assigned to dialogs.

The report considers the total, average, minimum, or maximum value of the evaluation parameter for the selected period. For example, such values may be useful in the following cases:

• Total: How many times the customer asked to call a supervisor during the conversation.
• Average: Average dialog duration.
• Minimum or maximum: To determine the agent with the least or most violations.

In the report, you can select an evaluation parameter of one of the following types:

• Speech statistics (only for audio): Agent and customer speech quality criteria, e.g., speech rate, mutual interruptions, etc.

• Tags: Classifiers applied to conversation audio recognition results or text chat messages. SpeechSense detects certain keywords, phrases, or intonations in a dialog, classifies the dialog, and marks it with a tag.

  SpeechSense has preconfigured tags. These can give you a clue as to whether there was an informal greeting or goodbye, whether the agent thanked the customer for waiting, whether it was the customer's repeat call to support, etc. You can learn more about tags here.

Filtering in the reportFiltering in the report

You can use filtering to select the dialogs to include in your report. To do this, use the following settings:

• Period: Time period of the report.

• Filters: The following filter types are available:

  • Agent: Agent data.
  • Customer: Customer data.
  • Bot (only for chats): Bot data.
  • Speech statistics (only for audio): Agent and customer speech quality criteria, e.g., speech rate, mutual interruptions, etc.
  • General metadata: Data about the conversation audio (collected via PBX) or text chat. Metadata is uploaded to SpeechSense together with the conversation audio or text chat and contains its key characteristics, e.g., date, topic, and dialog language.
  • Tags: Classifiers applied to conversation audio recognition results or text chat messages.
  • YandexGPT analysis: Agent’s performance criteria and customer’s behavioral characteristics during the dialog, such as whether the agent was polite, whether the customer acted in a rude manner, etc.

  You can also use neuroparameters in filters.

• Grouping: Choose how to group data in your report. You can only group by metadata fields, for example:

  • By agent, to analyze the performance of each one.
  • By product, to learn which products agents make fewer mistakes presenting in dialogs.

Data cross-sections depend on the dialog metadata. For example, if you want to filter or group data by product, make sure there is a relevant field in the metadata file. If you need a new set of metadata, prepare dialog recordings or chats with relevant metadata and upload these recordings or chats.

Visualizing and using the report dataVisualizing and using the report data

The report provides quantitative agent performance characteristics. You can view the report in the SpeechSense web interface in chart and table form or download it in CSV format.

The available Details report formats include:

• Chart: Allows you to visualize the evaluation parameter values at different points in time. On the chart, you can set the report generation period as well as the data detail level. As a result, you can get values for different time intervals: from an hour to a quarter.
• Table: Shows the numerical value of the evaluation parameter for the specified period. The values are broken down by the customized data grouping.
• CSV file: Contains the same table as in the SpeechSense web interface. Use the CSV format to save the report locally.