What is it?

Chat Quality Analysis is a feature that processes conversations between agents and customers to extract valuable information for evaluating and improving service.

This analysis generates data on:

• Conversation summaries.
• Customer sentiment.
• Main topics discussed.
• First Contact Resolution (FCR).
• Customer Satisfaction Score (CSAT).

How it works

Conversation capture

The system automatically collects all chat conversations that meet the configured analysis criteria.

Processing with Artificial Intelligence

The conversations are sent to AI services, which generate:

• Automatic summaries.
• Sentiment analysis.
• Topic classification.
• Resolution evaluation.

Report generation

The analysis results are stored and can be used via variables in the VOC-configured routing.

Available variables

• $channel_analytics; //chat-whatsapp,chat-web,chat-instagram,chat-facebook…
• $conversation_analytics; //Text of the conversation between the client and the agent.
• $summary_analytics; //Text of the summary of the conversation between the client and the agent.
• $idagent_analytics; //id of the agent who attended the interaction.
• $idinteraction_analytics; //id of the interaction.
• $ani_analytics; //Interaction source number, applies to some channels only.
• $language_analytics; //Language configured en VOC
• $duration_analytics; //Duration of interaction in seconds
• $idskill_analytics; //Skill ID
• $codact_analytics; //interaction typification code
• $idcustomer_analytics; //Customer identification.
• $sentiment; //Customer sentiment (-10, -5, 0, 5, 10).

Conditions for proper function

Bilateral participation

• At least 1 message from the customer.
• At least 1 message from the agent.
• Genuine interaction between both parties.

Valid messages

• Must be real text (not automated templates).
• Only between a customer and an agent (no chatbot).
• With valid content (not empty).

Correct configuration

• Analysis must be enabled in the account.
• The processing percentage must be configured.

Why variables may be empty

Common cases:

• Unilateral conversations (only the customer or only the agent speaks).
• Interactions with a chatbot (the bot's messages don't count for the analysis).
• Messages with automated templates (these are not processed for quality analysis).
• Attachments without text (images, audio, etc. are not analyzed).
• Technical issues (failures in the AI services).
• Incorrect configuration (processing percentage is too low or analysis is disabled for the specific channel).

How to verify if the analysis is working

1. Check conversations:
   • Confirm there is a genuine exchange between the customer and the agent.
   • Verify that the messages contain text.
   • Ensure they are not just templates or files.
2. Verify the configuration:
   • Confirm that analysis is enabled in the account.
   • Check the configured processing percentage.

Common problems and solutions

Problem: Analysis variables are empty.

Possible solutions:

• Confirm there is bilateral participation (at least 1 message from the customer and 1 from the agent).
• Verify that the messages are real text.
• Review the VOC configuration to ensure it is correct.