View AI insights for a contact

The Data Insights panel in the Media Player contains AI-generated information about the contact. The information you see here varies depending on how your organization uses Calabrio Analytics.

Prerequisites

  • Your organization has an Analytics Essentials, Analytics Enterprise, or Analytics Enterprise Plus license.
  • You have recordings within your scope.
  • The contact has a transcript.
  • To see the AI interaction summary, both of the following are needed:

  • To see the AI sentiment analysis, all of the following are needed:

  • To see the Auto Evaluation Score, all of the following are needed:

    • Your organization has the Analytics Enterprise or Analytics Enterprise Plus license.
    • An administrator has created an Auto QM task (see Create Analytics tasks).
    • The contact is an English or Spanish audio call.
    • You have the View Auto QM permission.

  • To see the Topic, all of the following are needed:

    • Your organization has the Analytics Enterprise or Analytics Enterprise Plus license.
    • An administrator has created a Trending Topics task (see Create Analytics tasks).
    • The contact is an English or Spanish audio call.
    • The contact’s audio is stereo (not mono), with separate audio feeds for both parties on the call.
    • You have the View Trending Topics permission.

  • To see the AI Tags, all of the following are needed:

    • Your organization has the Analytics Enterprise Plus license.
    • An administrator has created an AI Tags task (see Create Analytics tasks).
    • The contact is an English or Spanish audio call.
    • You have the View AI Tags permission.

Page location

Interactions > Double-click a contact > Data Insights panel

Procedures

Read the summary of a contact

  • Click the Interaction insights overview tab. The AI interaction summary section summarizes the call in 150 words or fewer.

Check out the Leveraging Interaction Summary pathway to continue your learning journey.

Copy a summary

  • Click the Copy icon.

View the customer and agent sentiment for a contact

NOTE   This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Calabrio Account Manager.

  • Click the Interaction insights overview tab. The AI sentiment analysis section shows the sentiment (emotions) expressed by both the customer and the agent. It indicates positive, negative, or neutral sentiment for both parties and explains why Calabrio ONE assigned this sentiment.

NOTE   If your organization uses mono recording (audio from the agent and the customer combined in a single feed), AI sentiment analysis shows sentiment for the customer only.

View the automated evaluation score for a contact

  • Click the AI conversation overview tab. The Auto Evaluation Score sections shows the overall score that Calabrio ONE gave to the contact. The Evaluation Sections section shows the score that Calabrio ONE gave to each section within the evaluation form that it used to score the contact. Depending on how the form was configured, you might also see the target score for the form and the name for the scoring band that the score falls into (see Manage forms for AI evaluation).

View the topic for a contact

  • Click the AI conversation overview tab. The Topic section shows the main contact reason that Calabrio ONE identified for the contact.

View the content tags for a contact

  1. Click the AI conversation overview tab. The AI Tags section shows the tags that Calabrio ONE applied to the contact.

  2. (Optional) Hover over a tag to see the category that the tag belongs to and the speaker (agent or customer) whose contribution to the conversation prompted Calabrio ONE to apply the tag.

Filter the content tags by speaker

  • In the AI Tags section, select Agent or Customer from the All drop-down list. The list of tags updates automatically.

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