This section aggregates all the recordings captured within the chosen filters. Users can access this page from the clickthrough experience of the dashboards or direct navigation from the left hand sidebar (clicking on conversations). This page displays essential information about each call, including date, time, call sentiment and a conversation summary generated by AI. This aids in quick scanning and assessment of communication patterns and anomalies across various Moments. Users can filter conversations by date range, topics, connections, Teams and users, the 'Conversations' is a dynamic tool for assessing the details and sentiments behind each captured conversation.
Conversation Summary
Each ‘Conversation Summary’ result is accompanied by a succinct AI-generated summary. This provides a quick overview of the conversation contents.
Conversation Sentiment
Each ‘Conversation Summary’ result is complemented by an AI-generated summary and an overall sentiment indicator, represented by an emoji icon for immediate sentiment recognition—positive, neutral, or negative. This sentiment analysis is invaluable for quickly gauging the overall sentiment of the call.
Date of recording and duration
The date, time, and duration are clearly displayed within each call listing on the Capture Summary page, providing essential context at a glance. This design ensures that users can quickly ascertain the timing and length of conversations, which are critical for understanding the interaction, without needing to navigate away from the summary view.
Navigation to individual conversation
To dive deeper into any interaction, click on ‘view Conversation’. This page will offer a more granular view of the conversation and will be explained in detail below.
Conversation Details
Clicking a recording on the Conversations screen will allow the user to access the details of the conversation (click view conversation).
The Conversations detail screen in Dubber Insights is a comprehensive interface that presents in-depth details of each captured conversation. It facilitates a deep dive into the data allowing the user to listen, read and action. Here's how to navigate and utilise the key features of this screen:
Overview:
The Overview tab presents a summary of the recording, highlighting key details such as moments, topics, connections, and tags. This allows users to quickly review and understand the recording's activity at a glance.
Breakdown:
This tab features a list of moments and topics identified by AI as significant within the conversation. These are presented in a summarised form, giving you an immediate overview of the key points discussed without having to listen to the entire recording.
Sentiment:
Discover a deeper understanding of the conversation with our 'Sentiment' feature. This tool highlights the overall sentiment throughout the call, distinguishing between positive, neutral, and negative moments. The graph provides insight to the way a call was handled, allowing you to see objection handling and the sentiment detected at points in the conversation.
Simply hover over the sentiment graph to access specific playback related to each sentiment segment. The hover option provides you with a timestamp, allowing you to pinpoint the exact moment in the conversation and listen to the corresponding playback. Enhance your experience by exploring the nuances of sentiment in a user-friendly and efficient way.
Actions:
Actions is an innovative AI-powered feature that extracts actionable insights and commitments from conversations, making them readily accessible and transferable. By intelligently analysing discussions, it captures tasks, activities, assignments, and follow-ups, transforming them into a structured format for seamless integration into your existing workflows.
Transcript:
For those who wish to explore the conversation in more detail, the transcript is structured into chapters of manageable segments. Each chapter is tagged with a concise headline, enabling you to quickly understand the content of the conversation and navigate to the specific parts that are relevant to your needs.
You will also see each speaker turn to easily review either agent or customer side of the conversation.
Playback Controls:
At the bottom of the Conversations Detail screen, you'll find the playback bar, which includes standard audio controls such as play, pause, skip, and a volume adjuster. This allows for easy listening and control of the conversation recording at your own pace.