This guide describes the steps to interpret your Empower Analytics: accessing the analytics page, understanding performance indicators, applying filters, and analyzing various data sections like moments and leaderboards.

Understand your Empower Analytics

1) The Performances Tab 

In the performances tab, you can find a detailed explanation of each indicator:

1. Talk ratio: Indicates the balance between the speakers.
2. Monologue average: Corresponds to the average duration during which the agent speaks continuously.
3. Speech rate: Measures the speed of speech.
4. Interruption average: Indicates the frequency at which the agent speaks at the same time as the client.
5. Call score: Evaluates the quality of the call according to predefined criteria.
6. Mood: Determines the overall sentiment of the call based on the words used. You can view the distribution of moods across all calls, see the average moods per agent, and also pin your agents.

Applying Filters

In the analytics section, you can apply filters to obtain more precise data.

1. Select your filters from the available filtering options.
2. Click on save filter.
3. Give a name to the filter and click on save.

Note: The presets correspond to your saved filters.

2) The moment tab

In the moment section, you visualize the frequency rate of moment usage.

1. Click on the arrows to display the details of the data.
2. You can find the average usage of a moment, as well as the average usage per person.
3. Hovering over an item displays the agent's name.

3) Leaderboard tab

In the leaderboard section, the data is presented by agent. You can choose the columns you wish to display.

4) Treemap tab

In the tree map section, you find the calls related to moments, flags, and applied tags. Click on an item to display the details.

5) Pitch Room tab

In the pitch room section, you can visualize the users and their usage time.

🎉 By exploring these different sections and indicators, you now know how to fully interpret your Empower statistics.