Working with reports

You can use SpeechSense reports to analyze dialogs between agents and customers and evaluate agents' performance. Build a report:

• Evaluation form: To analyze several evaluation parameters.
• Comparison: To compare multiple evaluation parameters over time.
• Details: To analyze changes in a single evaluation parameter over time.

If you want to use a dialog feature, e.g., reason, topic, or dialog outcome, as a filter or evaluation parameter, use a semantic attribute in your report.

Building the Evaluation form reportBuilding the Evaluation formreport

1. Open the SpeechSense home page.

2. Go to the space you need and select a project.

3. Go to the Reports tab.

4. Click Create report → Evaluation form.

5. In the window that opens, click Add parameter.

6. Set up the evaluation parameter:

   1. In the Evaluation parameters field, select the appropriate parameter and specify its value or a range of values.

      Evaluation parameters are used as criteria for assessment of agent performance. For more information about the parameters and how to generate a report based on them, see Evaluation parameters.

      If you want to use a dialog feature, e.g., reason, topic, or dialog outcome, as an evaluation parameter, use a semantic attribute.

   2. Under Weight, specify a percentage.

      Weight indicates how critical a parameter is for agent performance evaluation. The higher the parameter's weight, the greater its value in the report. The total weight of all evaluation parameters must equal 100%. For more information about weight and its use, see Evaluation parameter weight.

   3. (Optional) In the Parameter name in report field, specify the name that will be used to caption the parameter on the chart and in the table. By default, this name matches the Evaluation parameters field value.

7. If you need to add more evaluation parameters, click  Add parameter.

8. Specify how to group the report data. For example, you can group by product, agent, or customer. Different grouping settings produce different data cross-sections.

9. Select the report generation period.

10. (Optional) Use the button next to the Period field to select the filters to screen dialogs for the report. For more information about filters, see Filtering in the report.

    If you want to pick dialogs based on their content, use a semantic attribute as the filter.

11. Click Create report.

12. To reuse the report, click Save report. Specify its name and, optionally, a description.

    The report will be available in the selected project in the Reports tab.

Switching between Evaluation form reports and dialogsSwitching between Evaluation formreports and dialogs

A report enables you to directly switch to the list of dialogs that meet the criteria specified in the report. This way, you can get more details about dialogs and analyze their specifics.

To switch from a report to a dialog list:

1. Create a report Evaluation form.
2. In the report chart, click the rectangle of the evaluation parameter you need. This will open a list of dialogs according to the active filters and the parameter you selected.
3. Go to the dialog of your choice. Its page will show detailed info about the dialog, e.g, the agent's performance data in the form of dialog summary, agent and customer tags, transcript of the audio recognized using SpeechSense.

Building a Comparison reportBuilding a Comparisonreport

1. Open the SpeechSense home page.

2. Go to the space you need and select a project.

3. Go to the Reports tab.

4. Click Create report → Comparison.

5. Click Add parameter in the window that opens and select the one you need.

   For more information about the parameters and how to generate a report based on them, see Evaluation parameters.

6. Specify what data you want to get: total of evaluation parameter values, average, minimum, or maximum value of the evaluation parameter.

   In the Comparison report, you can only select numerical evaluation parameters. If you select a tag as a parameter, the total, average, minimum, or maximum number of times the tag was assigned to dialogs over the specified period will be counted.

7. To add more evaluation parameters, click  Add parameter.

8. Specify how to group the report data. For example, you can group it by agent, customer, or dialog subject. The list of available grouping options depends on the connection metadata. You can get different data slices based on the way you group data. The grouping you select only affects how the data is displayed in the table.

9. Select the report generation period.

10. (Optional) Use the button next to the Period field to select the filters to screen dialogs for the report. For more information about filters, see Filtering in the report.

    If you want to pick dialogs based on their content, use a semantic attribute as the filter.

11. Click Create report.

12. To reuse the report, click Save report. Specify its name and, optionally, a description.

    The report will be available in the selected project in the Reports tab.

Building the Details reportBuilding the Detailsreport

1. Open the SpeechSense home page.

2. Go to the space you need and select a project.

3. Go to the Reports tab.

4. Click Create report → Details.

5. In the window that opens, click Add parameter.

6. Select the evaluation parameter whose changes you want to view.

   For more information about the parameter and how to generate a report based on it, see Evaluation parameter.

7. Specify what data you want to get: total of evaluation parameter values, average, minimum, or maximum value of the evaluation parameter.

   In the Details report, you can only select numerical evaluation parameters. If you select a tag as a parameter, the total, average, minimum, or maximum number of times the tag was assigned to dialogs over the specified period will be counted.

8. Specify how to group the report data. For example, you can group it by agent, customer, or dialog subject. The list of available grouping options depends on the connection metadata. You can get different data slices based on the way you group data.

9. Select the report generation period.

10. (Optional) Use the button next to the Period field to select the filters to screen dialogs for the report. For more information about filters, see Filtering in the report.

    If you want to pick dialogs based on their content, use a semantic attribute as the filter.

11. Click Create report.

12. To reuse the report, click Save report. Specify its name and, optionally, a description.

    The report will be available in the selected project in the Reports tab.

Applying a semantic attribute in a reportApplying a semantic attribute in a report

A semantic attribute is the dialog's feature that sets the context for analysis based on a search query. SpeechSense analyzes the dialog to see how close it is semantically to the search query in the context of the selected semantic attribute.

For example, you select the Topics semantic attribute and specify Vacation in Sochi as your search query. SpeechSense will analyze your dialogs to see whether their topic is aligned semantically with the Vacation in Sochi search query.

To apply a semantic attribute to dialogs in reports:

1. Open the list of evaluation parameters or filters. Select Semantic attribute.

2. In the Semantic attribute setting window that opens, specify the period to pick the dialogs for. Add filters as needed. As the result, you will see the number of dialogs in the selection for the report.

   SpeechSense will analyze the specified selection of dialogs and generate suggestions for the specified semantic attribute. This requires at least 100 dialogs, otherwise SpeechSense will not be able to conduct a reliable analysis. There are no restrictions on the maximum number; however, if the selection contains more than 1,000 dialogs, SpeechSense will randomly select only 1,000 dialogs for analysis.

   If there is not enough or too much data in the selection, adjust the period and your filters. This will change the number of dialogs in the selection.

3. Under Criteria, select a semantic attribute.

4. Put the cursor to the right of the semantic attribute in the same line and wait for suggestions to appear.

   SpeechSense is now performing semantic analysis of all dialogs selected for the report and generating possible key phrases for the specified semantic attribute. If there are more than 1,000 dialogs in the selection for analysis and you are not satisfied with the generated suggestions, you can click Refresh list. SpeechSense will re-select 1,000 dialogs randomly and generate new tips.

5. Select one of the suggestions as a search query or enter the text yourself.

6. Click Find.

   SpeechSense will now analyze the dialogs again and display the results as two columns representing dialogs that do and do not conform to the specified conditions. Only one of the two mentioned groups can be added to the report.

7. If not satisfied with the suggested dialog grouping, change your semantic attribute or search query. The dialogs will then be regrouped.

   You may need to change your criterion or query a number of times.

8. Once you are satisfied with the grouping, specify which dialog group should be used.

   For example, if your criterion is Topics, click one of the two buttons:

   • Containing topic to use only dialogs on the specified topic.
   • Not containing topic to use dialogs on any topic other than the specified one.

With that done, you can add more filters and parameters and build your report.

Using semantic tags for dialog evaluationUsing semantic tags for dialog evaluation

You can use semantic tags to evaluate the agent's performance and the client's behavior, e.g., whether the agent was polite, whether the client was rude, etc. To do this:

1. Create a semantic tag.

   When creating a tag, select the appropriate semantic attribute and specify the relevant search query.

   For example, if you are interested in dialogs where the customer was rude to the agent, select:

   • Semantic attribute: Common question.
   • Search query: Was the client rude or aggressive at least once during the conversation?

2. Use a semantic tag as a report parameter.