Analytics Report
This document provides a detailed introduction to the report statistics feature within the Speech Analytics module. This module helps administrators comprehensively grasp call quality inspection status, quickly identify high-intent customers and items requiring follow-up, and optimize business strategies through visual data overviews, trend analysis, and detailed queries.
Feature Overview
The Analytics Report is a window for aggregating and analyzing data from completed quality inspection tasks. Based on keyword matching rules, the system automatically categorizes recordings into classes such as "Voicemail", "High Intent", and "Callback Required". It also provides multi-dimensional filtering and export functions to support managers in quantitatively evaluating business results.
Access
- Log in to the backend management system.
- In the left navigation bar, select Speech Analytics > Analytics Report to enter the report viewing page.
Feature Introduction
1. Data Overview
The top of the page displays a summary of core metrics for the current statistical period, helping administrators quickly understand the overall business status:
- Total: The total number of recordings successfully transcribed and participating in quality inspection within the statistical period.
- Voicemail: The number of recordings that matched "Voicemail/Message" keywords.
- High Intent: The number of recordings that matched "High Intent" keywords (e.g., purchase, price, cooperation), usually representing potential business opportunities.
- Callback Required: The number of recordings that matched "Callback Required" keywords (e.g., call back later, in a meeting), indicating a need for manual follow-up.
- Others: The number of remaining recordings that do not belong to the above three categories (Calculation formula: Total - Voicemail - High Intent - Callback Required).
2. Filtering and Time Control
The top of the report provides flexible time filtering tools, supporting custom viewing of data performance for specific time periods:
- Date Range: Click the calendar icon to select the start and end dates.
- Quick Options: Provides Last 7 Days and Last 30 Days quick switch buttons.
- Refresh: Click the Refresh button to reload the latest statistical data.
3. Call Quality Inspection Trends
This area displays daily data trends in a table format, supporting daily monitoring of business fluctuations. Hover over the header icons to view specific metric definitions:
| Metric Name | Definition |
|---|---|
| Date | The specific date of data statistics. |
| Total | The total number of successfully transcribed recording records within the statistical period. |
| Voicemail | The number of customer messages/voicemails among successfully transcribed recordings. |
| High Intent | The number of recordings matching high-intent keywords among successfully transcribed recordings. |
| Callback Required | The number of recordings requiring agent callback among successfully transcribed recordings. |
| Others | The number of recordings not belonging to Voicemail/High Intent/Callback Required among successfully transcribed recordings. |
4. Quality Inspection Alert Details
The bottom of the page provides a detailed list for key business scenarios (High Intent / Callback Required), supporting precise positioning of recordings that need attention:
- Search Criteria:
- Agent: Enter or select a specific agent account for filtering.
- Callee Number: Enter a customer phone number for exact search.
- Matched Tag: Dropdown to select specific quality inspection tag types.
- Operation Functions:
- Search/Reset: Execute query or clear filter criteria.
- Export: Export the current query results to a file for offline statistics or reporting.
- List Fields: Includes detailed information such as Extension Number, Callee Number, Call Duration, Matched Tag, and Matched Channel.
⚠️ Note: The accuracy of report data depends on the execution status of "Analytics Tasks". Only data from tasks with a status of "Completed" will be included in the statistics; data from tasks that are running or failed will not be reflected in the report in real-time.