Within the Conversation Intelligence navigation menu, you'll also find an "Insights" tab, which is a dedicated reporting dashboard that summarizes the data collected across your call conversations.
Conversation Intelligence License
Conversation Intelligence is provided under a separate per-seat license. Please submit a ticket to sign up for Conversation Intelligence.
Call Stats
The dashboard includes various call statistics such as talk/listen/silence ratios and longest monologue durations across agents, as well as average sentiment scores for both contact & agent.
Scores of less than 50 are given a negative sentiment, scores between 51 and 69 are given a neutral sentiment, and scores of 70+ are given a positive sentiment.
Conversion Rates
The dashboard also shows useful statistics for the Trackers that were detected across your calls. Specifically, you can see the frequency with which each Tracker is detected, the average length of calls that have a specific Tracker, and the conversion rate for calls with each Tracker.
You'll also be able to see by agent what percentage of their calls have various Trackers.