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:

• 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