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Conversation Analytics overview

MiaRec analyzes every conversation automatically. Shortly after a conversation ends and its audio is processed, the AI produces a set of results you can read, search, and act on — no manual work required.

Note

The analytics described in this chapter depend on your subscription and on the AI tasks enabled by your administrator. If your subscription includes Conversation Analytics but you do not see some of these results, contact your administrator.

For definitions of the concepts behind these features, see Conversation Analytics in the Overview & Key Concepts guide. This chapter focuses on day-to-day usage.

What the AI produces

Result What it is Where to find it
Transcript Speaker-separated text of the conversation Transcript tab of the conversation detail page; see Transcripts
Summary A short AI-written digest of the conversation Call Summary panel on the conversation detail page; see Summaries
Sentiment score Overall, agent, and customer sentiment with a written explanation Sentiment Score panel on the conversation detail page, Sentiment dashboards; see Sentiment
Topics The subjects detected in the conversation Topics dashboard, search filters, and the bottom of the Analytics tab; see Topics
AI insights Extracted data points — call reason and outcome, CX metrics, sales metrics, custom insights Analytics tab of the conversation detail page; see AI insights

On the conversation detail page, the Call Summary panel sits at the top of the Conversation Details tab, with the Sentiment Score panel below it; the Analytics and Transcript tabs hold the AI insights and the transcript.

Where analytics appear beyond a single conversation

The same AI results are available in aggregate:

  • Dashboards — sentiment, topics, and enabled CX metrics have dedicated dashboard tabs. See Dashboards.
  • Search — sentiment scores, summaries, transcripts, topics, and AI-filled fields are all search parameters in advanced search.
  • Reports — sentiment and summary columns, and custom-field (AI insight) columns, can be added to reports. See Reports.
  • Summaries — reading, editing, and searching conversation summaries.
  • Sentiment — sentiment scores, explanations, and search operators.
  • Topics — where detected topics surface and how to use them.
  • AI insights — the Analytics tab and its insight groups.