02-08-2018 02:08 PM - edited 08-05-2022 01:34 PM
Invoca's conversation review features help you gain the deep, nuanced insights you can only get from listening to your actual phone calls, but much more efficiently. This article will help walk you through the following:
Whether you're looking to gain new marketing insights into your customers, or looking to improve the performance of sales agents in your organization, these conversation review tools can help you gather powerful business insights more quickly than ever. Let's get started.
After logging in to Invoca as a user with "Observer" level permissions or higher, there's two different ways to build a list of calls to review:
If you've already built a dashboard tile that compiles the types of calls that you want to review, just click the "View Report" button from the tile's action menu! You'll be taken straight to a playlist of the calls shown in that dashboard.
You can also create a list of calls to review from your Invoca reports. In the sidebar menu, click Reports, then select Calls. Next, use our filters, Signals, and custom columns to narrow down the exact criteria for which calls you want to review — see our article Using your Invoca reports if you'd like help sorting your calls.
Once you've built your fully filtered report, click the List View button next to your list of filters — it looks like two long rectangles stacked on top of each other. If you only want to review one call, you can also click the magnifying glass icon for that call in the Call Details column.
Here's a look at what your call review suite might look like with all your Conversation Review features enabled.
For the purposes of this article, we'll be discussing how to use all of the features in your Conversation Review toolkit — but keep in mind that things might look a little different if you don't have all these features enabled. For example, if you have access to call recordings but no Signal AI or Voice Signal (or transcripts), you'll see an audio player but no visual timeline for your phone call or transcripts.
At the top of your Call Details page is the audio player — click play to start listening to a recording of your phone call. You can speed up or slow down the playback of your call, as well as skip forward and back using the audio controls next to the play button.
To the right, you'll see a visual timeline of your phone call, with periods in which your customer is speaking marked in green and periods in which your call agent is speaking marked in orange. Any Signal or redacted phrase is marked in your timeline with a black dot. You can click on any point in that timeline to skip to that spot in your recording for playback.
Below, in the large pane to the right, you'll be able to browse more detailed information about your call. Click the Phone tab to see basic information about your phone call and caller, the Comments tab to leave and review comments on your call (see below) and the Scorecard tab to see how this call ranks on any qualified scorecards.
In the left-hand menu, you'll see a full transcript of your phone call. This contains everything said by both your customer and sales agent during the course of the phone call, and each phrase is timestamped. Additionally, your transcript will automatically scroll through as you listen to your recording, and you can click play to listen from any section in the transcript as well. Like the visual timeline of the call, segments spoken by your caller and sales agent are color coded in your transcript, and Signals and redacted phrases are marked in bold.
If you're looking for a specific word or phrase, you can also use the transcript search function. Keep in mind, though, that these transcripts are powered by AI, and transcription errors are possible, so you may want to search for some similar words if you don't immediately find what you're looking for.
While reviewing your phone calls, in the Analysis pane, you'll see a list of all Signal results for your phone call — True, False, or Not Applied. If you find that your Invoca account has applied one of these Signal values incorrectly to your phone call, you can use this page to edit that Signal value. This helps you correct your Invoca reports, better evaluate your Sales Agents on your Scorecards, and can even help improve the training of your Signal AI. For more information, see How to change your Signal results manually.
Not only can you use Invoca to review your phone calls, you can use your conversation review tools to put that information into action by adding comments to your calls. If you found a phone call, or a spot in your transcript that you want to call attention to, click the chat balloon button to enter a comment.
You can tag your team members to send both an in-platform notification and an email for your comment, helping you collaborate between sales agents and managers, and learn from your best calls. You can also add emojis to liven things up a bit! 🔥🔥🔥
Try using comments when you want to: