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Speech Topics Matched Report

The primary purpose of the Speech Topics Matched report is to determine how many calls, or calls with evaluations, have at least one match to a particular Topic (as organized by the report’s layout grouping, row, and column). The report takes the form of a pivot table, similarly to the Average Score report.

Report Topics

Note: This report is not designed to show how many times per interaction a match occurred; the report shows users whether a match occurred or not.

Differences from the Average Score Report

Speech reports can be associated with two metrics: matched or unmatched. In these reports, the Overtalk and Clarity averages are represented as single percentages. Overtalk is a measurement of how long one party talks over the other. Supplementary data is displayed in the Additional Columns drop-down. The Clarity measurement gives a percentage to indicate how clearly the agent’s voice is perceived by the speech engine.

Without a Topic, no one is interested in a yes-or-no result (all Topics that matched, and all that didn’t). For this reason, Topics must be carefully validated to ensure that either a row or column contains the Topic.

Criteria Specific to Speech Reports

In addition to evaluation criteria such as “Evaluator”, the following Speech Data Elements are added for the Quality Management module:

Accordion Behavior

Accordions allow users to group results. By default, the first record is expanded, and all other records are collapsed.

Speech Core Reporting

The user can refresh the reports to pull new or changed data based on selections. The Speech reports allow the current screen view to be printed. Date picker controls allow the user to change the date range, or use predefined date ranges. The user can access filtering details as well. Any information can be highlighted by using basic search, but advanced search is also available for more comprehensive and precise filtering.

These reports offer users multiple benefits. Users can:

Speech Report Main Navigation and Fields to Filter

Users can now filter based on interaction, Topic, and evaluation data. Users can select whether the agent or customer produced the Topic, and which evaluation question might have been answered in a particular way. At this point, users can filter the results and analyze the data based on those criteria.

Filtering Use Cases

The following use cases apply to the current filtering capabilities of the application:

Excel Exporting

All Speech Analytics reports give users the ability to export all the information they choose to display in the report to Excel, in the same format as shown in the report.

Customers need to be able to export the information as it is shown on their screens. The ability to export to Excel provides this capability. You can:

Conditional Formatting

Conditional formatting is accessible from the main navigation bar. Conditional formatting allows users to apply a pre-selected color to highlight data in any field, based on a defined threshold set point. For example, users can highlight any results under a certain value in red. This applies to any of the available metrics in this report.

Conditional Formatting Use Cases

Conditional formatting is highly flexible, and can be used to enhance your data searches in many ways. However, a few examples are as follows:

Edit Panel Main Features

Users have the ability to name a report which is saved only for their use. Users can select which metrics apply to this report. In addition, users can hide and show results related to deactivated agents, subtotals and grand total, and goal subtotals and grand total on evaluated calls. Users can also sort the report alphabetically, and see color differences where applicable to call out these totals for more efficient viewing.

Edit Panel Use Cases

A few of the many use cases for customized reports are as follows:

Edit Panel Metrics

Users have the ability to report on four different metrics. They can see how many calls were matched to a topic, or not matched. Users can also see statistical results on the amount of time agents spent talking over a caller, and vice versa. In addition, users can measure the clarity of the voice of the agent, as determined by the speech engine. For a more comprehensive look at your quality of service in this report, all of these metrics are now available to be reported against a rich set of dimensions.

Panel Metrics Use Cases

Users might want to see a different metric, and have an additional way to identify improvements which can be made to their call center. The Overtalk and Agent Clarity values can help show additional statistics in this regard. Some examples of this are:

Report Groupings

Users have the ability to create reports on the following data fields: Agent, Topic, Main Group, Labels, Overall Sentiment, Supervisor, and Trainer. Reports can also be created using Evaluator and Template Name, and automatically narrow the results of the report to interactions that have evaluations attached.

Grouping Use Cases

A few of the many use cases for report groupings are as follows:

Additional Columns

Users can now include additional data on the left side of any report, provided that the data meets validation criteria. The following fields can now be included as overall statistical information: Agent Clarity Percentage, Average Call Duration, Hire Date, Overtalk Percentage, Percentage of Records with Evaluations, Evaluation Average Score, and Evaluation Goal Average.

Column Use Cases

A few of the many use cases for additional data columns are as follows:

Single-Topic Slide-Out

Users now have the ability to drill down to data at the individual cell level, and provide a circle or bar chart depicting the data that is in the selected cell. A user can hover over the value to drill deeper into the relevant data, launching a new browser tab that contains the data records from the report selection.

Customers are looking to find root cause analysis on a number of issues. The slide-out allows for deeper data analysis to get to the root cause of issues or unusual data. Some examples of this are:

Slide-Out Use Cases

Users must be able to sort and filter by different dimensions. Using the Overall slide-out, the user can see data sliced individually. For example:

Single-Topic Slide-Out with Subtotals and Grand Total

Users can now see subtotals on rows and columns, presented as a circle or bar chart. They can hover over these selections to launch a second browser tab, revealing those individual interactions in a search window.

Slide-Out Total Use Cases

A user is looking at sums of data for different types of dimensions. Some examples of this are:


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