The AI Advisor page provides a central hub for searching and interrogating your call data. Gain insights from AI analysis and identify triggered categories at a glance. Additionally, this page allows you to:
Export call transcriptions
Load the player to listen to call recordings and follow along with transcriptions
View concise call summaries
Expand and explore detailed AI analysis
Please note this page was previously known as the ‘Insight Search’ page.
Filtering for records
Filter by Owner
Here you can choose to view:
As a Group Administrator, it is anticipated you will want to focus on your team’s calls, and as such the filter defaults to All Insights.
Filter by AI results or Categories
By default all records are displayed, but you filter these down by enabling these options to just see the records that have been Categorised or those with AI analysis.
Experience
The Experience refers to whether the call is from the Employee’s POV or the Customer’s (also referred to as call “leg”, ie Employee leg or Customer leg).
If you example a Customer calls your company, speaks to Employee A for 1 minute and then is placed on hold for 1 minute while they are transferred to Employee B with whom they have a 5 minute conversation, all these interactions would be seen when looking at the Customer’s Experience, with the call lasting in the region of 7 minutes.
In the same example above, if selecting the Employee Experience, for:
Employee A you would see a call that lasts for around 2 minutes (1 minute conversation with the Customer and 1 minute during the transfer with Employee B).
Employee B you would see a call that lasts for around 6 minutes (1 minute conversation with Employee A during the transfer and 5 minutes with the customer).
In this example, if you select “All” as you option from the Filter Panel you would see three records for the same call, ie:
Customer (7 mins)
Employee A (2 mins)
Employee B (6 mins)
Page Size
Here you can choose the maximum number of search results that will be displayed on the AI Advisor.
Add Filter
Here you can choose to apply the more customisable filters to narrow down the number of Insights that are returned to the search panel based on various criteria. There is no limit to the number of filters you choose to add here, and understanding what sort of calls you’re most interested in seeing will help you properly define these filters.
For example, if you want to see which of your longest calls in this month were with unhappy customers who want to cancel their contract, you can select your filters to search for:
Call Date: This Month
Call Duration: > 20 minutes
Category: Unhappy customer
Primary Call Wrapup: Cancellation request
Investigating a record
In order to playback a recording and follow the transcription, click the play icon on the ‘Play Call’ field for the respective record.
Note if the call has recently been made, the analysis and transcription may still be processing and so playback may temporarily unavailable - the icon should appear pending.
Fields
Column Name | Description |
|---|---|
Play Call | Shows if the call is ready to be played back. When the Processing icon turns into the Load Player icon (usually within 10-15 minutes of the call ending), clicking this opens the Insight Player in the same window. |
Time | Shows the date and time of the call |
Name | Shows the employee’s name who made / received the call. Click to be taken to the User record |
Call Summarization | The summary of the call |
Number | Shows the Natterbox phone number on which the call was made / received |
Experience | Shows which “leg” (or Experience) of the call was analysed (predefined to show the Employee leg). This means Insight will start working on the call at the point the named employee’s call gets connected. Both the employee and the customer will have their own channel analysed and transcribed, though anything the customer says while in a call queue or on hold will not be captured. |
Connected Number | Shows the other number as part of the call |
Direction | Shows the direction of the call (eg Outbound or Inbound) |
Group | Shows which Group the employee is a member of (if available). Click to be taken to the Group tab |
Duration | Shows how long the call was |
Account | Shows which Account the Contact is associated with (if available) |
Contact | Shows the name of the Salesforce Contact (if available) |
Lead | Shows the name of the Salesforce Lead (if available) |
Primary Call Wrap-Up | Shows the primary call wrap-up selected by the Agent (if available) |
Secondary Call Wrap-Up | Shows the secondary call wrapup selected by the Agent (if available) |
Routing Policy | The Routing policy where the call routed (i.e. Outbound Calls, DDI Calls) |
Language | The language the call was set to transcribe in |
RE-[Prompt Name] | Reasoning - The reasoning response that the AI gave for the rating - note this is a long text field cannot be searched or reported on |
RT-[Prompt Name] | Rating - The result from the AI, typically this will be the numerical rating out of 10, but in the event of an error the full string will be populated here |
FT-AI [Prompt Name] | Free Text - The result for AI Assist, this is a large text field - note this text field cannot be searched or reported on - see more on AI Assist here |
FS-AI [Prompt Name] | Free Text - This is a truncated version (the first 255 characters) of the AI Assist result which is searchable |
Category Details | Shows up to six categories that have been activated on the call and how many times they have been activated (in descending order of how often they were activated). Where more than six have been activated, clicking the three dots opens a separate box that shows all categories activated on the call |
More Details | Click “Go to Natterbox AI Record” to view the Natterbox AI record |