Call Intelligence

Call Intelligence in Zoho Voice uses Zoho's in-built tool to analyze conversations and extract meaningful insights from recorded calls. It evaluates sentiment, identifies customer intent and emotions, and generates concise summaries for quick understanding. The system also provides call quality metrics, including customer satisfaction, politeness, and agent performance scores.
 

How to view call intelligence in Zoho Voice?

1. In the Logs module, locate a recording with a generated transcription (automatic or on-demand), hover over the call recording icon, and click View.

2. Navigate to the Call Intelligence tab.

   

Call Intelligence provides the following insights:

• Call Sentiment: Sentiment analysis categorizes the call activity as positive, negative, or neutral.

  1. Positive: Calls that have a happy and satisfied tone are categorized as positive.

  2. Negative: Calls that show unhappiness or dissatisfaction are categorized as negative.

  3. Neutral: Calls that have characteristics of both positive and negative sentiments are categorized as neutral.

• Call Intent: This highlights the customer's intent by analyzing the call conversations.
• Call Emotion: This emphasizes the emotional tone of the call. It can identify various customer emotions, including happiness, enthusiasm, discontent, frustration, gratitude, trust, confusion, and neutrality.
• Call Summary: The system automatically summarizes the customer's words during the call and provides a brief description of the conversation. This allows recipients to grasp the context of the call without needing to listen to the entire recording.
• Agent Score: Evaluate the overall performance of the agent. This shows the average of the satisfaction score and the politeness score.
• Call Score: Evaluate calls and get scoring for them based on the two following criteria

  1. Call customer satisfaction score: Assess the customer's level of comprehension and assign a rating or score accordingly.

  2. Call politeness score: Evaluate the phone conversation by considering the use of polite language and proper English grammar throughout the interaction.