Global Analytics — Sentiment, CSAT & Call Insights

Global Analytics for voice agents now shows caller sentiment, a customer satisfaction (CSAT) score, call outcomes, average handling time, and call volume trends — all in one place.

This feature provides an all-in-one view of key performance indicators for your voice agents, including caller sentiment, customer satisfaction (CSAT) scores, and detailed call insights. It helps you quickly understand agent performance and customer interactions without needing to review individual call logs.

How It Works

Global Analytics compiles data from your voice interactions to present a comprehensive dashboard. It automatically analyzes call transcripts and other interaction data to determine caller sentiment, calculate CSAT scores, identify top call topics, and track call outcomes and volume trends. This aggregated data provides a high-level overview of agent effectiveness and customer experience.

How to Use

  1. Go to Analytics → Global Analytics.
  2. You'll now see caller sentiment, top call topics, a CSAT score, call outcomes, and call volume trends alongside your existing metrics.
  3. Reach out to support if you'd like your call topics customized to match your business.

Benefits

  • Get a clearer picture of how your voice agents are performing: See caller sentiment, satisfaction scores, and what's actually happening on calls, without digging through raw call logs.

Global Analytics dashboard, Voice Agent

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