18.3.3. Insight Player

Clicking 'Load Player' will load up the call in the Insight Player.

We will initially explore the Knowledge tab here and move on to the Call Summary tab and Insights tab in the following sections.

Knowledge Tab

1. The Insight Player has three tabs:
   1. Call Summary
   2. Knowledge (default)
   3. Timeline Options
      
      
2. Word search
   Click the magnifying glass to type in a word and Insight will then display how many times this word appears in the Searches returned section 8, as well as on the call Timeline (9)
   
   
   
3. Player controls
   From left to right these are:
   -Return to beginning of call
   -Rewind call 10 seconds
   -Play / Pause call
   -Advance call 30 seconds
   -Change speed of call playback (options are 0.5, 1, 1.5, 2 & 3x normal speed)
   
   
4. Show timeline
   Here you can choose whether to show or hide the Timeline (12) - by default it is hidden to enable you to see a larger amount of the transcription and notes pane.
   
   
5. Finish & Rate
   Group Administrators can give a rating to the call in this section. There are four configurable categories upon which the call can be rated from 1-5 with each category having a free text box for the Group Administrator to make notes. See here for how to configure these categories.
   
   
6. Employee / Customer View
   By default, this is set to the Employee View, meaning that it is the Employee leg of the call that is analysed by Insight. This ensures that Insight:
   
   
   1. Starts transcribing and analysing the call at the point at which the Employee answers the call (in the case of an inbound call) or the Customer answers the call (in the case of an outbound call)
   2. Stops transcribing and analysing the customer’s words at the point at which they are placed on hold (including during an attended transfer) or when call recording is paused
   3. Stops transcribing and analysing the call at the point at which the call ends or a transfer is completed to another party.
      
      For the Customer View, it is the Customer leg of the call that is analysed by Insight. This will ensure that Insight:
      -Starts transcribing and analysing the call at the point at which the Customer’s call becomes live in their call journey (for example when they reach an IVR, join a call queue or when their call is answered by an Employee)
      -Stops transcribing and analysing the employee(s)’s words at the point at which the customer is placed on hold (including during an attended transfer) or when the call ends
      
      
7. Top Categories / View All Items
   Top Categories show all categories that have been activated. If more categories have been activated than can fit into this section, choose View All Items.
   
   From here, select an item then click View Selection On Timeline to see whereabouts in the call this category(s) appears on the timeline and in the transcription.
   
   When the Insight Player is initially loaded, all categories will be highlighted and therefore all words and phrases that have triggered these categories will also be shown in the Keywords & Phrases section and highlighted in the transcript.
   
   To narrow this down to see only the words and phrases that have triggered a specific category, select just one category by clicking on it and only the specific words and phrases that have triggered these categories will be shown in the Keywords & Phrases section and highlighted in the transcript.
   
   To select multiple categories, simply click the categories whose words and phrases you wish to see.
   
   To unselect a category, just click it again.
   
   
   
   
8. Searches returned
   
   This box appears when View Selection On Timeline has been selected (point 7) or when the user has searched for a specific word in the call using the word search (point 2). The number of mentions of that word or category is shown to the right of the box and you can move straight to the next or previous by clicking the up / down arrows.
   
   
   
9. Timeline
   
   The Timeline has two sections: the first is an overview of which party was speaking at which point during the call, with the top line indicating the employee and the bottom line indicating the customer.
   
   
   The light grey area represents the zoomed-in section of the call that is shown on the Timeline (point 10) and can be expanded / reduced by dragging the vertical green bars left or right.
   
   The second shows the zoomed in section of the call that is highlighted in the light grey area of the Scrubber. Additional information not shown on the Scrubber can be seen here, such as the names of the parties, a time display and call events such as Hold and Transfer.
   
   
   
10. Keywords
    The most commonly mentioned words used on the call are shown here.
    
    This section shows the words and phrases which caused a category to be triggered.
    
    
    Those words underlined in the following colours were said by the following party:
    1. Blue - Employee
    2. Yellow - Customer
    3. Blue and Yellow - Both parties
       
       From here, click on a word to see whereabouts in the call it appears on the timeline and in the transcription.
       
       
11. View All Items
    Click here to see the complete list of all Keywords & Phrases mentioned on the call.
    
    From here, select a word then click “View Selection On Timeline” to see where in the call it appears in the transcription.
    
    
    
12. Transcription Pane
    How the transcript is arranged on the screen is determined by which View is selected.
    
    
    1. Employee View
       The employee’s transcript is shown on the left of the pane, with their initials shown in blue to the left of each transcribed section.
       The customer’s transcript is shown on the right of the pane, with their initials shown in yellow to the right of each transcribed section.
       
       
    2. Customer View
       The customer’s transcript is shown on the left of the pane, with their initials shown in yellow to the right of each transcribed section.
       The employee’s transcript is shown on the right of the pane, with their initials shown in blue to the left of each transcribed section.
       
       
13. Confidence Level
    Moving the Confidence slider from left to right will start to underline words in the transcription where Insight has less confidence in the accuracy of the transcription.
    
    With the slider at the far left, no words will be underlined though as the slider is moved further towards the right, transcribed words that Insight is less confident about will become underlined.
    
    
14. Notes pane
    Notes that are made by Group Administrators and Employees are shown in this pane. Full details of how the note feature works can be found in the Training Users section.

Call Summary Tab

1. The Insight Player has three tabs: 
   1. Call Summary
   2. Knowledge (default)
   3. Timeline Options
      
      
2. Call breakdown
   Here you can see a breakdown to show how much of the call comprises:
   
   
   1. Talk Time
      If you are looking at the Employee View, this is their talk time and vice-versa for the Customer
      
      
   2. Listen Time
      Assuming you are looking at the Employee View, this is their listen time and vice-versa for the Customer
      
      
   3. Over Talk
      When both parties were speaking at the same time
      
      
   4. Silence
      How much time that neither party was speaking
      
      
   5. Routing
      How long did the Customer wait before their call was connected
      
      
   6. Ringing
      How long did the call ring before being picked up? This includes transfers
      
      
3. Call Events
   This section shows how many times the call was placed on hold, how many times call recording was paused, as well as for how long there was silence on the call.
   
   
   
4. Conversations held
   In a call where there are just two participants throughout, this number will be 1.
   If new parties join the call (for example through a call transfer) then this number will increase by 1 for each new party that joins (regardless of whether they remain connected throughout the call).
   
   
   
5. Turn Swaps
   This number indicates how many times the conversation swapped over between the participants on the call.

Timeline Options Tab

1. The Insight Player has three tabs: 
   1. Call Summary
   2. Knowledge (default)
   3. Timeline Options
      
      
2. Call Events on Scrubber
   By ticking one or more of the following boxes:
   1. Hold / Unhold
   2. Transfer
   3. Listen In
   4. Call Queuing
   5. New Party Joins / Leaves
      
      Any of these events which occurred on the call will be highlighted on theTimeline.
      
      
      
3. Additional Metrics
   Ticking Transcription Confidence draws a line that runs along the length of the timeline to show with what degree of confidence Insight believes the transcription to be accurate. The higher the line, the greater the degree of confidence, the lower the line, the lower is the degree of confidence.
   
   The following factors may be an issue if you see a low transcription confidence score:
   1. Poor call quality
   2. Background noise
   3. Overtalk
   4. Lack of clarity of speech
   5. Strong accent
   6. Insufficient dictionary terms added (eg acronyms, products and company names may not be correctly transcribed if not added to the dictionary)
      
      Ticking View Full Call shows on the timeline if there are any sections at the beginning or end of the call which were not recorded before / after the call was answered.