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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, NPS, NES),
  • sales insights (for example objections and next actions),
  • quality evaluations (Auto QA),
  • operational metrics (for example, churn risk, compliance).

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 detailed explanation of transcripts/threads, Custom Fields, AI Tasks, Auto QA, reports, dashboards, and more.

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.

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 the system configuration, such as:

  • enabling transcription,
  • activating insights, like summaries, topics, sentiment,
  • enabling/configuring AI Tasks or prompts,
  • creating Custom Fields,
  • setting filters for AI Tasks,
  • tuning and testing AI Tasks,
  • creating dashboards or reports.

For configuration topics, see Conversation Analytics – Administration Guide.