Speech Analytics

Enabling Speech Analytics:

For speech analytics to function effectively, follow these steps:

• Enable and configure the free Cloud PBX.

• Connect phone numbers and set up call software or equipment.

• Activate recognition for all calls in extension numbers settings.

• Conduct several calls with recognition to initiate the system.

Speech Analytics Usage:

1. Search Tab:

• Specify the selection period to narrow down the search.

• Choose keywords from a standard dictionary or create a personalized dictionary for more targeted searches.

• Select the search type, allowing you to find calls with specific keywords or those without. Additionally, you can search for words or phrases separately in the client’s or operator’s speech or sales calls.

• Add search conditions, such as:

• Number or percentage of interruptions in a call (total, by client, or by operator).

• Number or percentage of silence during a call.

• The ratio between the operator’s and the client’s speech.

• Speech rate, among other parameters.

Once the necessary parameters are set, click 'Find Calls,' and the search results will be displayed below, accompanied by call transcripts and recordings.

2. Analytics Tab:

In the Analytics tab, you can construct charts utilizing a comprehensive range of available call analysis parameters. This feature empowers you to visually represent and interpret the data gathered through speech analytics, providing a deeper understanding of patterns, trends, and key insights derived from the analysis of calls. This graphical representation enhances the overall analytical capabilities and facilitates more effective decision-making based on the extracted information.

3. Settings Tab - Dictionaries and Rating Templates:

In the Settings tab, you can create dictionaries and rating templates to enhance the precision of your speech analytics.

Dictionaries:

Generate a personalized dictionary with words and phrases tailored for call searching. This allows you to focus on specific terms relevant to your analysis.

Rating Templates:

Evaluate the frequency of words from dictionaries, as well as occurrences of long pauses or interruptions in a call.

For instance, set a score for the operator’s speech rate, assigning points for both fast and slow rates.

Calls undergo a rating after speech recognition, requiring a pre-existing template for the assessment.

In the report settings, incorporate ratings as selections (rows) or columns, providing a structured overview of call assessments. This facilitates a more detailed analysis of call performance and allows for informed decision-making based on the established rating criteria.

4. Reports Tab - Automatic Report Generation:

Within the Reports tab, streamline your workflow by configuring automatic report generation. This feature enables you to preset a report once, eliminating the need to search for specific parameters each time you require a report.

By setting up automatic report generation, you ensure timely access to relevant and structured insights derived from speech analytics. This efficient process not only saves time but also enhances the consistency and accessibility of crucial information, allowing for a more seamless and informed decision-making process based on automated reports.

Example report: