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Overview

MiaRec Conversation Analytics helps you understand what happened in customer conversations and why it happened—so you can coach teams, improve customer experience, and spot risks or revenue opportunities faster.

Depending on your deployment and enabled channels, a “conversation” may include: - voice calls (with transcripts), - chats, - emails, - tickets/threads.

Conversation Analytics turns these conversations into searchable and reportable insights, such as: - summaries and key moments, - sentiment and topics, - call/conversation reason and outcome, - customer experience metrics (for example CSAT), - sales insights (for example objections and next actions), - quality evaluations (Auto QA).

Most insights include both: - a structured value (score, category, date, etc.), and - a short explanation that helps humans understand why the AI produced that value.

New to the concepts? Start with Conversation Analytics – Overview & Key Concepts for a customer-friendly explanation of transcripts/threads, Custom Fields, AI Tasks, filters, and explanations.

Who this guide is for

This guide is for day-to-day users, including: - supervisors and team leads, - QA reviewers, - CX analysts, - sales managers, - agents (read-only usage).

What you will learn

You will learn how to: - open a conversation and read the transcript/thread, - understand insight values and explanations, - use dashboards and drilldowns to find patterns, - search and filter conversations by insight values (for example “CSAT < 3”), - follow common workflows (low CSAT review, top issues, sales coaching, Auto QA).

What this guide does not cover

This guide does not cover tenant or platform configuration, such as: - enabling transcription, - creating Custom Fields, - enabling/configuring AI Tasks or prompts, - setting filters for AI Tasks.

For configuration topics, see: - Conversation Analytics – Administration Guide (tenant admins) - Conversation Analytics – Platform Setup & Operations Guide (partners/operators)

UI Terminology: In MiaRec, voice conversations are typically displayed in a Calls list. The detail page is called Call Details, and AI insights are displayed on the Analytics tab.