Analytics

Who should read this article: Administrators, Supervisors

This article contains a list of common questions with answers that link to articles where the information is documented.

Speech Analytics

Q: How do I enable Speech Analytics?

A: To use Speech Analytics, it must be enabled in two places:

1. For the contact center, learn how here.
2. For individual users, navigate to each user’s profile and enable Allow speech analytics. View instructions

Once both are enabled, Voiso will begin transcribing and analyzing recorded voice interactions.

You can also configure advanced features such as

• Keyword Compliance
• Conversation Scoring
• Topic Identification

Q: When does Speech Analytics data become available?

A: As soon as the call ends and the recording is processed, Voiso generates the transcript, score, and summary. Use the call.analytics.available webhook event to be notified when a transcript is ready.

Q: Which languages are supported for transcription and scoring in Speech Analytics?

A: Voiso's Speech Analytics supports multiple languages, and it is easy for user's to set their preferred language for transcript translation.

Check out these articles:

• User Profile (Supervisor Guide)
• Using Call Detail Records to monitor interactions
• Speech Analytics
• Extended Call Details: Voice

Q: Can I exclude specific calls from Speech Analytics?

A: Yes. You can configure call filters (by campaign, queue, or user) so that only selected calls are transcribed and analyzed. See the filtering options in Speech Analytics settings.

Q: How much time does transcription take for long calls?

A: The processing time depends on the call length. Short calls usually complete within seconds; longer calls may take a few minutes. The call.analytics.available webhook is triggered when the transcript and analysis are ready.

Conversation Scoring

Q: What does the Conversation Score represent?

A: Conversation Scoring assigns a value between 1.0 and 5.0 to each call.

• 1.0–3.0 = negative (e.g. frustration, complaints)
• 3.0–4.0 = neutral (e.g. factual, no emotional tone)
• 4.0–5.0 = positive sentiment (e.g. satisfaction, approval)

More details here: Conversation Scoring docs

Q: Can the Conversation Score be viewed for text (chat) interactions?

A: Yes. The Conversation Scoring engine works on both voice and text interactions. The score, sentiment, and conversation outcome metrics are available in the Extended Call Details and related reports. See Speech Analytics and Extended Call Details: Voice.

Keyword Compliance

Q: What is a keyword group and how do I use it?

A: A keyword group is a set of terms or phrases that you configure to monitor in conversations (voice or text). You can apply groups to calls, and track usage by agent, by contact, or by call participant. See Using keyword groups and the Keyword Compliance docs.

Q: How are keyword matches counted in reports?

A: In the Keyword Counter and Keyword Groups reports, each occurrence of a keyword is counted per call transcript. You can view counts by agents, calls, or teams. Invalid or filtered calls (e.g., no transcript) are excluded. See Keyword Counter and Keyword Groups Report.

Reporting with Speech Analytics

Speech Analytics data powers several reports that provide detailed insight into agent performance and conversation quality.

Q: Where can I find Speech Analytics data related to a call?

Speech Analytics results, including transcripts and sentiment data, are available in the Extended Call Details and related voice reports. Each analyzed call includes a full transcript, detected topics, and sentiment trends across both the agent and the contact.
Learn more in Extended Call Details: Voice.

Q: Where can I find Conversation Scoring reports?

The Conversation Score is displayed in the Agent List and Conversation Scoring reports, allowing supervisors to monitor agent performance over time.
Scores range from 1.0 to 5.0, with values below 3.0 considered negative, between 3.0 and 4.0 neutral, and above 4.0 positive.
See: Conversation Scoring for a detailed explanation of how these scores are calculated and interpreted; as well as Extended Call Details: Voice, Agent List Real-time Dashboard, and Agent List Historical Report.

Q: How do I report on Keyword Compliance and Keyword Group usage by my agents?

Keyword detection results are available in the Keyword Groups and Keyword Counter reports.
These reports summarize how often specific keywords or phrases appear in analyzed calls and can be filtered by agent, team, or time period.
They help evaluate compliance performance, adherence to scripts, or the frequency of important customer terms.
See Keyword Compliance and Keyword Groups Report for more information. See also: Keyword groups.

QA: Can I schedule and automate my Speech Analytics reports?

All analytics-based reports can be scheduled for delivery by email. Use Historical Reports to create a report, then define how frequently you want a report to be generated and specify one or more email addresses where the report should be sent.
To ensure consistency, any custom column sorting or filtering set in the Generate Report view will be applied to scheduled reports automatically.
See: Historical Reports.

QA: Can I download my Speech Analytics reports?

All analytics-based reports can be exported to a CSV file for processing outside of Voiso.
To ensure consistency, any custom column sorting or filtering set in the Generate Report view will be applied to the downloaded CSV file automatically.
See: Historical Reports.