Introduction
This guide explains how to define the call analysis scope within the CX Insights feature in Call Center Studio. This feature enables you to more effectively analyze your call center data using Call Center Studio's AI-powered analytical capabilities.
Prerequisites
To use this feature, you must have access to the CX Insights profile located under AI Navigator > AI Analytics. You may contact your Project Manager for the details.
Usage Instructions
Follow these steps to define the scope of calls to be included in CX Insights analysis:
Navigate to AI Analytics from the AI Navigator menu.
Click on the CX Insights profile.
In the opened Profile Settings window, use the Status field to control the profile's activity. If the field is open, the profile is active; if closed, it's passive. Only calls from active profiles are included in the analysis.
Enter a name for your profile in the Profile Name field.
In the Analysis Scope section, select one of the following options to define the scope of calls to be analyzed:
All: This option ensures that all analyzable calls are included in the CX Insights analysis based on the selected language. This is the default option.
Queues: This option ensures that only calls belonging to selected queues are analyzed based on the language defined for those queues.
Agents: This option ensures that only calls belonging to selected agents are analyzed based on the language defined for those agents.
Define Scope Section (Queue-Based Analysis)
If you selected the Queues option in the Analysis Scope section, follow these steps to configure the Define Scope section:
Click the '+ Add Parameter' icon for each queue you wish to include in the analysis.
In the newly appeared row, select the relevant queue from the Queue dropdown menu.
Under the Analysis Language column, use the dropdown menu to specify the language in which calls from the selected queue will be analyzed.
To remove a queue from the analysis scope, click the trash can icon on the right side of its row.
You can use the search field above the table to filter queues.
Ensure that you have selected an analysis language for all selected queues and that at least one queue is chosen. Otherwise, you will receive a warning message such as "You must select the analysis language for all elements" or "Select at least one element to set the analysis scope."
If you wish to bulk assign languages for multiple queues, you can use the Bulk Assign Language button.
Define Scope Section (Agent-Based Analysis)
If you selected the Agents option in the Analysis Scope section, follow these steps to configure the Define Scope section:
Click the '+ Add Parameter' icon for each agent you wish to include in the analysis.
In the newly appeared row, select the relevant agent from the Agent dropdown menu.
Under the Analysis Language column, use the dropdown menu to specify the language in which calls from the selected agent will be analyzed.
To remove an agent from the analysis scope, click the trash can icon on the right side of their row.
You can use the search field above the table to filter agents.
Ensure that you have selected an analysis language for all selected agents and that at least one agent is chosen. Otherwise, you will receive a warning message such as "You must select the analysis language for all elements" or "Select at least one element to set the analysis scope."
If you wish to bulk assign languages for multiple agents, you can use the Bulk Assign Language button.
In the Duration Filter field, you can set a threshold duration (in seconds) for calls that will not be included in the analysis. Calls shorter than the specified duration will be excluded from CX Insights analysis. This field is optional and can be left blank.
Click the Save button to save your settings.
Tips and Best Practices
By defining the analysis scope, you can include only the data you need, thereby speeding up analysis processes.
Selecting the correct analysis language is critical for the accuracy of call analyses.
Don't forget that the operation must be on stereo recording in order to have CX Insights work on the analysis. You may contact your Project Manager to switch to stereo recording.