Symptom / Need

I need to analyze the content of specific conversations to understand their overall sentiment, get a summary, and evaluate their impact on the customer experience.

Context / Scenarios

Interactions between agents and customers can contain valuable information about service quality, recurring user concerns, and the emotional tone of the conversation. Detailed, on-demand analysis allows you to extract key insights from specific conversations without having to wait for global or daily reports.

Answer (Solution/Recommendation)

To get a detailed analysis of specific conversations, including sentiment and summary, you can generate the "5. Speech on Demand" report in the "Speech Analytics" tab within the "Reports" section of wolkvox Manager.

This report presents key information about each conversation analyzed with the following columns:

• AGENT_ID: Agent extension number in wolkvox.
• ID_TEXT: Conversation identification number.
• TEXT: Written content of the transcribed conversation.
• SUMMARY: Summary of the conversation generated by the system.
• FEELING: Average feeling identified in the agent, which can take the following values:
  • Very negative: Very negative.
  • Negative: Negative.
  • Neutral: Normal.
  • Positive: Positive.
  • Very positive: Very positive.
• DATE: Date on which the conversation analysis was performed.
• TOTAL_CHARS: Total number of characters in the conversation transcript.