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Getting Started

If you’re new to Conversation Analytics, this page shows a quick “first session” path to get value right away.

10-minute quick start

1. Start with a dashboard

  1. Open the Dashboards area.
  2. Choose a dashboard your organization uses regularly (for example: CSAT, Top Issues, Auto QA).
  3. Set a time range (for example: last 7 days).

CSAT Dashboard

Figure: CSAT Dashboard showing search bar, score distribution, trend over time, and per-user breakdown. Click any bucket to view matching conversations.

What to look for

  • Trends over time (up/down changes).
  • Distribution “buckets” (for example: satisfied vs dissatisfied).
  • Spikes in negative sentiment, escalations, or specific topics.

2. Drill down to the underlying conversations

Many dashboards support drilldowns.

  1. Click a bucket (for example: Dissatisfied).
  2. You should land on a filtered list of conversations that match that bucket.
  3. The list shows key insights as columns (for example, Call Reason, Outcome, CSAT score).

Note: The displayed columns depend on your configuration. Contact your admin if you don't see the expected columns.

Dashboard - Calls drildown

Figure: Dashboard "Calls" tab shown after drilldown from the CSAT Dashboard. It displays a filtered list of conversations matching the selected bucket.

Use Search to narrow down patterns. Examples: - “CSAT < 3 AND Topic = Billing” - “Competitor Mentioned AND Deal Stage = Negotiation” - “Auto QA score < 80 AND Escalation Reason present”

4. Open a conversation and review the insights

  1. Open one conversation from the list by clicking the row
  2. Review the summary, sentiment and key insights inline.
  3. For more call details, click "Open in new window" or "More details" to see the full transcript/thread view.

Inline call details

5. Open the full call details (if needed)

  1. Click Open in new window or More details to see the full details and insights.

    Call details

  2. Click Transcript tab to see the full transcript.

    Call Details - Transcript

  3. Click Analytics tab to see the AI insights.

    Depending on your configuration, you may see:

    • CX metrics (CSAT, NPS, NES),
    • Call Reason and Outcome,
    • Sales insights (dollar amount, loss reason, objections and coaching tips),
    • Topics,
    • Custom metrics, like hotel room reservation detrails.

    Call Details - Analytics - Call Reason and Outcome

6. Build reports

  1. Open the Reports area.
  2. Create a new report or open an existing one.
  3. Set filters and groupings to analyze the data.
  4. Export the report as needed (PDF, Excel, etc.).
  5. Schedule regular report delivery to your email, if necessary.

Report - Call reason vs Outcome

Figure: Example report showing Call Reason breakdown by Outcome.

  • Read the explanation before you judge the score. It often points to specific moments in the transcript/thread.
  • Use drilldowns instead of random sampling. You’ll find patterns faster.
  • Look for consistency. One bad call is an outlier; a bucket trend is a process problem.