The statistics show all of your company’s calls by default, and thus include all your callers. Refer to our page “How to to use your filters” to see how you can refine your searches.
In this graph, you’ll see 1 point for each different mood by moving your mouse over these points, which will give you information on the number of calls concluded positively/negatively/neutrally
Speaking time distribution and agent data
This first section lets you see the average speaking time of each person on the call, as well as an average of the time spent in silence.
The second section gives you additional information on the agent (or the team), such as averages of the number of speaking turns, the average number of words per minute, etc.
Comparison of Moments and keywords
In this section, you’ll find lists of the keywords most often found in your Moments, for each Moment that you’ve created. The keywords are displayed from most often used to least used.
In this example, you can see that in the Pricing Moments, with a filter for several calls over a short period, we find the keyword “Price” is used most often.