Latest Additions to Active Insights

Since its introduction last year, the secure, cloud-based Active Insights call quality management and message archival platform has continued to expand with additional features, based on requests from customers and ongoing development.

Key Features of Active Insights

Active Insights provides a comprehensive reporting, analytics, and archival package. It functions as a single source for:

• Call statistics
• Call recordings
• Call transcripts
• Call logs
• Call information
• Agent call history
• Script logs
• Message archival
• Custom scoring scripts for automated call scoring

Active Insights uses a Natural Language Processing Artificial Intelligence program to analyze call statistics and transcripts. This feature can supply call summaries, detect the caller’s attitude, monitor calls for threats or concerns, and notify you when a potential issue is found.

Extensive search filters simplify the process of locating and reviewing calls. You’ll see all the details about the call and can listen to the recording, review the call transcription, watch the screen recording, and review the agent’s call score.

Recent Dashboard Enhancements

The Active Insights Dashboard provides a real-time snapshot of call and service quality. It includes widgets that display key information about calls and agents. Active Insights includes several default dashboards and makes it easy for users to modify or create custom dashboards by adding and rearranging widgets

Tracking Abandoned Calls

A new color-coded Call Metrics widget helps you monitor abandoned calls and long wait times, two key factors affecting the caller experience. The widget’s graph can be displayed as a bar graph or an area graph, and includes time, call duration and wait time for agent abandons, the time and call duration for system abandons, along with wait time, hold time, answer time, and call duration.

A new Abandon Time widget for system and agent abandons is also available. This includes options for viewing time, call duration, and wait times for both system and agent abandons.

Refined Scoring with Message Script Fields

Message Script Fields are now available within Active Insights to trigger different scoring protocols based on information contained in Intelligent Series (IS) messages. These fields can be included in Artificial Intelligence (AI) and non-AI prompts. The Comparison operator can be used with the Message Script Fields to trigger different scoring protocols based on information contained in your IS messages. Active Insights can also detect delivered and undelivered messages and use that information in call scoring.

Call Export PDF Capabilities

In addition to CSV files, you can export call information in a PDF file for each call to improve collaboration. The PDF can include notes, call details, the message section, the transcript, and the post-call scoring script results.

Optimized Searching

New filters let you search for calls marked for review and calls that have already been reviewed. Using these new filters, along with the other available filters, helps speed up the process of tracking down a specific call.

More to Follow

Stay tuned for more innovative Active Insights features coming your way soon! In the meantime, get started today by learning more about Active Insights and all of Amtelco’s comprehensive analytics and reporting resources.