Heads up - To access Insights you must be an account admin and have a plan that includes Dubber insights.
Access Insights from Dubber Portal
Users with Insights enabled and the correct permissions can access Insights – Complaints screen via the top right corner settings menu on the Dubber Portal. The Insights - Complaints page is currently only available to the administrators of an account.
Users will land on the Conversation Analysis - Complaints screen and will see the complaints insights across the business.
The “complaint” is defined as “an expected level of service not delivered”.
Filter on Insights Data
Users will be able to apply the following filters to unpack the insights:
- Date – date range options to filter data within the last 12 months;
- Filter Options: Last 30 days, Today, Yesterday, Last 7 days, Last 6 months and Last 12 months
- Users can filter using complaint topics to see the complaints conversations related to certain topics.
- Users can filter using the recording type to see the complaints identified in the conversation from certain media types.
- Users can filter out complaints identified from certain user’s conversation.
Please note, only data from unrestricted dub.points will be displayed in Insights. Please also note that only users whose conversations have complaints identified, will be listed in the user filter list.
The Insight Narrative is generated to provide more detail on the results returned and is generated every time a user filters their results.
The key metrics display the most important highlights of the filtered results, including the total number of calls captured with a complaint during the filtered period, changes compared to the previous period and complaint topics identified during the filtered time.
Data Visualisation Graphs
There are three graphs for data visualisation. Users will be able to see complaints conversation volumes over time for trends in the first graph. The complaint topic breakdown will be provided in the second graph for easier comparison. Users can also view the complaints conversations identified against each user in the last graph.
For example, the first graph will be look similar to the sample below:
Users will be able to click on bars of the graphs to access the recordings that form the statistics.
Capture Summary page displays all the recordings with Complaints detected.
Users can access Capture Summary by clicking through a certain bar of the graph or the top navigation “Capture”.
The filter option is the same for the Capture Summary as the Insights screen. And the basic recording information, call sentiment and AI generated conversation summary for each call will be displayed here.
Clicking a recording on the Capture Summary screen will allow the user to access the Capture Details of the conversation.
In this screen, users can listen to the recordings and see the conversation summary.
The detailed Complaints content (generated by AI) will be displayed under the “Moments - Complaints” section.
Navigate Back to Portal
Any place within the Insights screens, users are able to navigate back to the Dubber portal via the top right button.