The Calls page allows you to view all calls related to your scored accounts. You can view calls in list view or detail view.

Calls list view

See calls in a tabular format; each row in the table represents a unique record.

• Use search to find a particular record
• Use filters to narrow the results in the table
• Sort columns to change the order of data shown in the table
  • Name
  • Date
  • Sentiment
  • Account(s)
  • Users
• Hover over the call name to open the detail view

Summary statistics

The summary area displays aggregate values and change for the following:

• Total calls: Number of calls for scored accounts
• Calls with negative sentiment: Number of calls that have been scored with a negative sentiment
• Negative sentiment calls on at-risk accounts: Number of calls that have been scored with a negative sentiment for an account labeled at-risk

Change (increase/decrease) is calculated using a rolling time window (default is 30 days).

Call detail view

The Call detail view displays information related to a single call record. 

Attributes

See a summary of key information for the call:

Overview

• View overall sentiment and explanation for why the sentiment was applied.
  • Click edit to provide an alternate rating/feedback with the option to override the sentiment grade.
• View a timeline of key moments within the call.

Transcript

View the transcript of the call.