Interacting with the Full Screen Call Card

 

Click the Call Card to play and review the call within the full-screen mode. Move between calls using the Previous and Next arrows or return to the Calls tab by clicking Back to Search.

 

Call Playback

Select the Play icon or tap the space bar to begin playing the call. Rewind button pushes the recording back 10 seconds, fast forward moves the recording forward by 30.

The circle next to the fast forward button adjusts the playback speed to 0.5, 0.75x, 1.5x, and 2x. This is useful for getting through longer calls, slow talkers or to discover details of the conversation.

 

Video Playback 

Screenshares, such as Zoom or Webex, populate the video player at the bottom of the Call Card.

 

 

The video can be moved to the left side of the screen using the arrow on the left of the video player and can be expanded using the icon at the top left of the player. While the video is paused the player can be moved anywhere on the screen by clicking and dragging. Pressing the X at the top right of the player will close the video.

 

To reopen the video player, press the blue play button again. 

 

 Duel Talk Tracks 

The recording is separated between the speakers using voice recognition software. The spilt audio shows how much the caller is speaking versus the prospect. In the below scenario, Mahmoud spoke for 37% and the buyer spoke for 63% of the time.

It is possible that there will be instances where the talk-track ratio between the two speakers doesn't equal 100%. Any remaining % encompasses instances of silence, hold music, and ringback tone and does not affect the separation between the two speakers.

There were 0.3 instances per minute of interchanges in the conversation, which is the back-and-forth count between the rep and the prospect. The more interchanges, the more likely the buyer is engaged in the conversation.

In instances where the audio waves are attributed to the wrong speakers, clicking on the bi-directional arrows between the two avatars will switch the talk tracks. This helps the backend learn the rep's voice patterns and tonality over a period of time to improve voice accuracy.

 

Topics and Keywords

All recordings are submitted to our transcription engine, where Topics, keywords, and phrases are identified. The Topics are listed on the left side of the Call Card showing how many times they are used in the call.

 

 

A selected Topic will have colored points appear within the talk track where the related words are used. Hovering over the points will show the specific word that was said.

 

 

As a Topic is used more frequently the colored points appear higher on the talk track and a trend line is drawn between them. This shows where in the conversation the Topic was most impactful. 

Keywords can be found using the search bar above the Topics. Typing words in the search bar will populate suggestions of existing words in the call and the number of times said in the conversation.

 

The selected Topics or Keywords can be applied to the talk track of the rep, prospect, or both by selecting from the options below the Topics list.

 

 

At the bottom of the Call Card, the selected Topics and Keywords are displayed in snippets of the transcript. This is to quickly glean context without having to open the full transcript or replay portions of the call. 

Call History 

Found next to Keywords & Topics at the bottom of the Call Card. This shows a list of users that have interacted with the call. The list of users is listed in descending chronological order with the most recent action at the top.

The actions that are displayed here are Shared, Smart Alerts, Commented, Highlighted, Scored, % Listened, and Coaching Requested. A detailed breakdown of each action can be found here.