When you're in your Call Log and you click on any call, a window will open, displaying the call Studio.
Part 1: Studio
The studio gives you a preview of the Moments recorded in the call. These Moments are shown with the colour code and emoji that you assigned to them when they were created.
The number indicated to the right represents the number of Moments identified during the call which have not been listed straight away due to a lack of space.
Further to the right, you’ll find a “+” button which lets you add a Moment.
You’ll find the agent and the call contact, with options for changing the call speed and the audio volume. Click on the Call ID to copy and paste it.
You can listen to the entire call, or only the contact’s call sections.
The search bar lets you look up any words you like, not only the key words that you've entered in your Moments. Via the flag icon just to the side, you can change the transcription language.
It should be noted that you can only play the track of one text in particular
By moving your mouse over the coloured dots, you’ll see the Moments detected during this speech
Part 2: Analysis
In the call summary, the preview gives you a brief summary of the call and the highlights show you the key conversation points of the call.
On the right-hand sections, you’ll see the name of the agent who took the call and the number of Moments that were recorded will be displayed.
The section groups together the call behaviours:
- The call contact’s mood
- The general mood of the call
- The agent who took the call
- The number of moments used
The recommendations give you impressions of your talking speed, talking time, interruptions and interactions.
Anyone can write up the notes: The agent who made the call or the person analysing it.