Introduction

The "1. CDR Speech" report from the "Voice Analysis" group allows you to consult the analytical details of conversations processed by the Speech and Text Analytics service in wolkvox Manager. This report gathers operational information about the conversation, its transcription, the generated summary, the detected sentiment, the main topic identified, and analytical metrics such as FCR (First Contact Resolution) and CSAT (Customer Satisfaction).

It is a useful report for reviewing in greater depth how a conversation took place, what its outcome was, how the customer felt, and how it was interpreted by the system from an analytical perspective.

Report Information

Below are the details of the report fields and what each one means:

• AGENT_ID: Extension number of the agent within the wolkvox system.
• AGENT_NAME: Name of the agent associated with the conversation.
• AGENT_DNI: Official identification number of the agent.
• CONN_ID: Identification number of the analyzed conversation. It may correspond to a call or a chat conversation, depending on the channel.
• TIME: Total duration of the conversation, expressed in seconds.
• DATE: Date and time associated with the conversation record.
• SILENCE: Number of seconds of silence detected in the conversation. When the channel is not voice, this value will be 0.
• CUSTOMER_PHONE: Customer's phone number.
• COD_ACT: Activity code used to typify the result of the conversation.
• DESCRIPTION_COD_ACT: Description of the activity code used to typify the result of the conversation.
• COMPLETE_CONVERSATION: Full transcription of the conversation.
• SUMMARY: Summary of the conversation generated from the analysis.
• CUSTOMER_ID: Customer identification number.
• FEELING: Sentiment detected in the customer. It can display the following values:
  • very negative: Very negative
  • negative: Negative
  • neutral: Neutral
  • positive: Positive
  • very positive: Very positive
• CHANNEL: Channel of the conversation. It can display the following values:
  • chat-facebook: Conversation via Facebook Messenger
  • chat-instagram: Conversation via Instagram Direct
  • chat-sms: Conversation via SMS
  • chat-web: Conversation via web chat widget
  • chat-whatsapp: Conversation via WhatsApp
  • voice: Phone call
• TOPIC: Main topic identified in the conversation.
• FCR: First Contact Resolution indicator. It can display:
  • 0: No
  • 1: Yes
• FCR justification: Justification for why the conversation was rated with the value indicated in FCR.
• CSAT: Customer satisfaction rating on a scale of 1 to 5:
  • 1: Lowest level of satisfaction
  • 2: Low satisfaction
  • 3: Medium satisfaction
  • 4: High satisfaction
  • 5: Highest level of satisfaction
• CSAT justification: Justification for why the conversation received the rating shown in CSAT.