The Phrase Hits Analysis Dashboard helps you gain valuable insights from recorded conversations by focusing on the occurrence and context of specific phrases. By leveraging the visualizations within this template, you can efficiently analyze call data, identify key trends, and understand how language is used in relation to evaluation metrics.
The primary objective of this dashboard is to enable users to analyze phrase usage within recorded conversations. Specifically, this dashboard provides actionable insights into:
Where and when specific phrases are being used.
How phrase usage relates to call evaluations and scoring.
The context in which phrases are spoken within individual conversations.
Overall trends and patterns in phrase usage across multiple calls.
Ultimately, this dashboard facilitates data-driven decision-making to improve agent performance, refine evaluation processes, and deepen understanding of customer interactions.
Visuals Displayed
Call Listing Table
This visual provides a detailed view of all recorded calls within a specified date range or time period and serves as the primary entry point for analysis. The table displays:
Audio duration
Agent who handled the call
AQA score
Percentage of silence
Percentage of overtalk
Agent and caller sentiment
You can quickly scan and select specific calls for further investigation using other dashboard visuals.
Phrase Hits by Agent (with Drill-down for Phrase)
This visual displays the total number of tracked phrase hits attributed to each agent. The visual:
Compares phrase usage across different agents
Identifies top and bottom performers in terms of phrase usage
Provides drill-down capability to see the specific phrases contributing to each agent’s total
This visual helps identify coaching opportunities, highlight best practices, and reveal areas of concern regarding adherence to language guidelines.
Phrase Hits by Scorecard, Section, Question, and Phrase
This visual provides a multi-dimensional view of phrase hits within a selected call and correlates phrase usage with evaluation structures, displaying phrase hits across different levels:
Scorecard
Section
Question
Phrase
This visual allows you to identify trends and patterns in phrase usage relative to evaluation frameworks.
Transcription
This visual provides a textual transcript of a selected call and highlights instances where tracked phrases were spoken. By showing the surrounding conversation, this visual helps you understand context and supports qualitative analysis.
Phrase Hits by Section and Scorecard (with Drill-down for Questions and Phrases)
This visual summarizes phrase hit data by scorecard section and enables drilldown to granular levels. This visual:
Highlights which scorecard sections have the most phrase hits
Allows investigation into specific questions or phrases
Identifies areas where agents excel or require training
Workflow
The visuals in the Phrase Hits Analysis Dashboard are interconnected, enabling you to move step-by-step from high-level overviews to detailed insights.
Review the Call Listing Table: Review available calls, filter by criteria, and select calls for deeper analysis.
Identify overall agent performance: Use the Phrase Hits by Agent visual to compare agent performance and drill down into specific phrase usage.
Examine phrase usage in the evaluation structure: Use the Phrase Hits by Scorecard, Section, Question, and Phrase matrix to analyze phrase occurrences in the evaluation framework.
Understand context: Refer to the Transcription visual to see highlighted phrases within the full conversation.
Identify broader trends: Use the Phrase Hits by Section and Scorecard visual to spot consistent patterns and drill into areas that require attention.
By following this workflow, you move seamlessly from broad overviews to detailed, contextual analysis of phrase usage.