FAQs

AI Reporting includes call transcription, voicemail transcription, summaries, and sentiment analysis. Voicemail transcription is now included in the PRO edition, while full call transcription and analytics require the ENT/AI edition. Each transcribed call or voicemail is summarized with a sentiment score, giving you insights into caller mood and overall interaction quality across queues, ring groups, and agents.

Sentiment analysis allows you to see trends in customer satisfaction by displaying average sentiment scores for specific agents, queues, and ring groups. This helps you understand how customers feel about their interactions and identify areas for improvement.

By viewing sentiment scores for individual agents, managers can identify strengths and areas needing support. High scores indicate positive interactions, while lower scores can highlight areas for targeted coaching.