Conversation Intelligence: Calls

This guide outlines how to navigate the RealSynch Conversation Intelligence Calls dashboard, enabling you to apply specific filters to analyze agent call metrics, performance trends, and AI-generated insights

• From the RealSynch menu, click the “Conversation Intelligence” tab

• Go to Calls tab:

• Customize your view for ISAs and Non-ISAs dropdown

• Customize your view for Inbound, Outbound or All Calls dropdown:

•  Click the call filter for the slide out panel on the right to refine dashboard data 
  

•  Choose between all calls, outbound or inbound only then apply to this widget or for all widgets. 

• Exclude, include voicemails or voicemails only

• Check the call categories checkbox based on the recipient type

• Lead if the call is for a prospective client
• Current Client if the call is already a customer
• Agent to agent if the call is between agents who work at a different organization
• Internal if the call is between people who belong to the same organization
• Other if the call doesn’t fit to any of these categories
• Unknown if the call category cannot be determine

• Customize your view depending on your selected date range:

• Exclude or choose a specific agent report by using the Team Member dropdown:

• Click each metrics to view agent’s data AI Insights:

• View Performance trend update based on the specific timerange:

• Click any recent calls to view AI Insights:

• View Agent Performance Index to see top agents based on AI Insights Avg Score