Call Recording Transcription and Sentiment Analysis

Call Recording Transcription is the conversion of audio to plain text. Sentiment Analysis is a powerful (and optional) add-on feature that interprets this text into qualitative terms (the text was neutral, positive, or negative) and then quantifies it (2 neutral segments, 3 positive, 1 negative). 

This article explains the basics of Call Recording Transcription and Sentiment Analysis features of Cross Connect.  Transcription services and Sentiment Analysis is handled by Deepgram.

Please speak to your provider of Cross Connect to enable Transcription and Sentiment Analysis.

Call recording and transcription services must be configured for a user by a Site or Office Manager or your provider of Cross Connect before a call will show transcription on this page. 

Overview

Call recording transcriptions reside in the Portal under Call History. 

In Call History ensure you check the appropriate columns for Sentiment Analysis, Topics, & Closing Sentiment. Summary is an option within the transcript itself.

Procedure

1. Place a call. Come back to the Call History page. Find the call in the list and wait for the recording server to process the recording and the transcription. If necessary click Refresh. 
   
2. First, the audio player icon will show as “pending conversion”. If the audio player is greyed out and not pending, then recording has not been enabled. 
   
3. Another refresh (about 1-2 minutes later, but it’s entirely dependent on the size of the file and your server) and it will now show the standard playback bar as “listen”. Click to play, listen, and download the audio file (the more icon with 3 vertical dots) as needed.
   • If the refresh never progresses past this point of the audio player, then that means transcription has not been properly configured or it is not enabled for that particular user. 
     
4. One last refresh (again, the actual amount of waiting time is unique every time) and now the transcription and sentiment analysis will display by clicking on the same audio player icon. 

Transcription with Sentiment Analysis

1. Click to play or search (by speaker usually) within the text. The sentiment data attempts to quantify overall mood from the text itself by using colours to illustrate the various segments. Both the audio progress bar and text are separated into the color of the corresponding sentiment.
   
2. The sentiment analysis can be downloaded. Click Download Transcript. The download will look similar to the below example. “Sentiment” is given its own column and each row reflects a new part of the conversation, just like in the visual display.
   

Topics will tag the call with phrases that apply to the context of the call (similar to keywords in an article). These tags populate straight from a list of Deepgram choices. 

Known Limitations

Voice Intelligence Summary and Topics features are introduced as a beta feature in Cross Connect. The known limitations are complex call flow scenarios, as well as calls involving assisted transfer.  This will be addressed in a future update with changes to legacy call recording logic.

Filter calls by Sentiment

In Call History select Filters to narrow search for calls based on Sentiment.  For Sentiment and/or Closing Sentiment select either Positive, Neutral or Negative from the drop down options, and user the slider to select the percentage.  For example in the below example call history will be only display any call that has negative sentiment that is greater than or equal to 75% of the call.