- Solution: Spoken’s automated quality analysis saves manager time by providing labor-light, fully automated analysis of customer calls
- Use case: Increase quality assurance by pinpointing areas for agent coaching while investing less time into quality analysis; combine with current QA tools for a more thorough view of quality
Fully automated analysis
In conjunction with the wealth of metadata supplied by Spoken’s Dual Channel Call Recorder, the Automated Quality Analysis engine automatically evaluates every inbound, recorded call for unusual periods of silence or talk over times. The wealth of metadata is provided in a plethora of customizable, easy-to-read graphs, right at your fingertips:
- Audio duration
- Average Handle Time
- Overall silence time
- Silence events (in relation to average)
- Talkover time
- Talkover events (in relation to average)
- First speaker
- Last speaker
Save time on reviewing individual recordings by perusing these automatically-generated charts and graphs; these leading indicators of call quality problems can prompt QA to review specific calls for coaching opportunities and to save calls in real time.
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