The Speech Analytics report enables organizations to extract rich call insights—such as sentiment, emotional cues, and topic trends—from voice interactions. This feature is accessible only to users with CR&A’s Analytics (QA) license and provides a powerful lens into customer experience and agent performance through advanced speech-to-text transcription and sentiment analysis.
By leveraging Speech Analytics, quality assurance teams can:
Track and visualize customer sentiment throughout a call, identifying triggers of frustration, satisfaction, or confusion.
Distinguish between what was said (speech analytics) and how it was said (voice analytics), enriching insights with contextual understanding of tone and emotion.
Generate customizable dashboards and reports that highlight sentiment trends, agent effectiveness, and areas requiring coaching or process improvement.
Combine speech analytics with other AI-driven tools such as, call summarization and emotion analysis to deepen understanding and enhance decision-making.
To generate reports based on speech analytics:
Log in to the CR&A UI.
Click Reporting menu.
On the Reporting page, click Speech Analytics.
From the Select Report Criteria drop-down list, select how the user want to evaluate speech analytics.
Select the applicable time zone from the drop-down list.
Select the applicable period from the drop-down list.
From Select Chart Display Values, select one or both options based on your requirement:
Include Average Score
Include Empty Values
Select one or multiple agents from the Agents & Groups section.
Select one or multiple extensions from the Extensions section.
Click Generate Report to display the report results.
If the report includes a large amount of calls, the warning is displayed.
Click Continue.
The report is displayed.