Ai Supervisor Insights
    • 18 Dec 2023
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    Ai Supervisor Insights

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    Article summary

    Dialpad offers real-time sentiment analysis and transcription features for contact center supervisors. These insights allow supervisors to identify specific calls that need immediate attention, assess agent performance, and identify knowledge gaps. Real-time sentiment analysis uses AI to determine the positive or negative sentiment of customer interactions, enabling managers to intervene when necessary. Supervisors can also access real-time call transcripts and join calls to monitor and record them. After the call ends, supervisors can access a post-call summary that includes caller information, timestamps, action items, snippets, agent notes, moments, and the call transcript. Call summaries can be found in the Call History section of the Dialpad Admin Portal.

    With Dialpad Ai and Supervisor Insights, Contact Center Supervisors can use Dialpad's real-time sentiment analysis and transcription to easily pinpoint specific calls that require immediate attention. 
    These real-time insights allow businesses to see in detail how their Agents are handling phone calls, how closely they follow standard processes, and identify knowledge gaps. 

    Let's dive into the details.

    Who can use this feature

    Supervisor Insights are available to Supervisors and Contact Center Admins on a Pro and Enterprise Ai Sales or Contact Center plan.

    Dialpad Ai is only available for Offices in the United States, Canada, Mexico, Puerto Rico, Australia, New Zealand, Spain, and the United Kingdom. 

    Real-time sentiment analysis

    Real-time sentiment analysis uses Dialpad Ai to analyze customer conversations for words that suggest positive or negative sentiment in order to give supervisors a quick snapshot of how customer interactions are going. This allows sales and support team managers to know exactly if and when they need to jump in to help their team.  

    To view live call sentiment analysis:

    1. Choose the desired contact center 
    2. Select Live Calls tab
    3. The call sentiment will display for each live call

    sentiment_analysis.png

    Real-time transcripts 

    Supervisors can view real-time transcripts of their agent's calls.

    From your Department or Contact center's Live Calls tab, click View Call 

    Supervisors can join the call by selecting Listen in on Call (don't worry, the caller won't know that they've joined).  

    Once listening, they can also:

    • Record the call
    • Place the call on hold
    • Hang up the call 
    • Barge In on the call
    • Take Over the call

    Learn more about our Call Monitoring Features in this Help Center article. 

    Post call summary

    Once the call ends, Supervisors can access a post-call summary that includes:

    • Caller Information
    • Timestamp
    • Action Items
    • Snippets
    • Agent Notes
    • Moments
    • Call Transcript

    Easily find call summaries from your Call History.

    1. Head to your Dialpad Admin Portal
    2. Select Call History
    3. Select All Calls 
    4. Click the Ai icon beside the desired call

    Be sure to read this Help Center article to learn more about managing a Contact center.


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