Introduction

The "6. Calls Grouped by Category" report in the "Voice Analysis" section of wolkvox Manager allows you to understand how the calls analyzed by Speech and Text Analytics are distributed according to the category identified in each conversation.

This report is useful for detecting the most frequent topics or reasons within the calls of the queried period, measuring their volume, and understanding the weight of each category compared to the total. It is especially helpful for identifying trends, demand concentrations, and opportunities for operational or service improvements.

Report Information

• CATEGORY: Indicates the category identified for the calls. It corresponds to the topic or grouping under which the "Speech and Text Analytics" service classified each conversation.
• TOTAL_CALLS: Shows the total number of calls that were categorized under that category within the selected date range.
• PERCENT: Indicates the percentage that this category represents compared to the total categorized calls in the report.