Voice Analytics Dashboard

Once authenticated, user accesses to Voice Analytics Dashboard page, which shows statistical data about the users’ behaviors, in terms of sentiment analysis trends. Below you can see an Imagicle Voice Analytics Dashboard sample:

On top page header, you can apply multiple filters on collected conversations and relevant sentiment data:

• Date filter → Filter by a predefined time interval or by a custom date range. See below:

• Users’ filter → Allows to apply a filter to list to recorded conversations uploaded by specific users only. See below: 

• Funnel icon   → to remove all configured filters.

 Analyzed data involves all selected users and it provides three “widgets” including different data:

Overall Sentiment

Embedded gauge graph represents sentiment average level of those conversations included in applied time frame, with an incremental/decremental percentage against previous adjacent time frame.

In the lower part of the widget, three counters are respectively showing the number of negative, neutral and positive calls. 

If you hoover mouse pointer on this widget, additional data is displayed:

• Applied time frame and adjacent previous time interval, considered to calculate the incremental/decremental percentage.

• An up or down arrow indicating an overall increase (more positive) or decrease (more negative) of sentiment value.

• Sentiment value range, between -1 and +1

Sentiment Breakdown

Embedded slider graph represents sentiment average levels of those conversations included in applied time frame, referred to local party (user) and remote party.

If you hoover mouse pointer on this widget, additional data is displayed:

• Applied time frame.

• Sentiment value range, between -1 and +1

Sentiment Trend

This widget includes a graph representing sentiment trends of those conversations included in applied time frame, at overall, local party (user) and remote party selectable levels.

X-axis represents selected time frame, where a proper time unit is applied depending on filtered time range: hour, day, week, month. 

On top of the widget you can find three buttons, to toggle Overall, Users and Remote parties sentiment graph patterns. By default, Overall pattern is displayed, but you can turn on all of them or just select the required one(s). 

COMPARE switch on top-right allows to show or hide trend patterns related to previous adjacent time frame. Previous time frame trend patterns are displayed with dotted lines. If you hoover mouse pointer on this widget, additional data is displayed: 

• Applied time frame and adjacent previous time interval, considered to display relevant trend patterns.

 Placing mouse pointer on X-axis time units intersecting trend patterns, pops-up a detail panel including filtered time frame and sentiment values of selected graph patterns (Overall, Users and Remote parties) in the specific date/time.

Imagicle Call Recording and Agent Scoring widgets

Voice Analytics Dashboard also integrates Call Recording widgets, which includes Agent Scoring KPIs. Please consult this KB article for more details.