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.
- Details: To analyze changes in a single evaluation parameter over time.
Building the Evaluation formreport
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Open the SpeechSense home page
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Go to the space you need and select a project.
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Go to the Reports tab.
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Click Create report → Evaluation form.
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In the window that opens, click
Add parameter. -
Set up the evaluation parameter:
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In the Evaluation parameters field, select the appropriate parameter and specify a value or a range of values for it.
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.
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In the Weight field, enter a percentage value.
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.
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(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.
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To add more evaluation parameters, click
Add parameter. -
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.
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Select the report generation period.
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(Optional) Using the
button next to the Period field, select filters by which dialogs will be selected for the report. For more information about filters, see Report filtering. -
Click Create report.
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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 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:
- Build an Evaluation form report.
- 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.
- 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 the Detailsreport
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Open the SpeechSense home page
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Go to the space you need and select a project.
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Go to the Reports tab.
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Click Create report → Details.
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In the window that opens, click
Add parameter. -
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.
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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 will be counted for the specified period.
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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.
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Select the report generation period.
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(Optional) Using the
button next to the Period field, select filters by which dialogs will be selected for the report. For more information about filters, see Report filtering. -
Click Create report.
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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.