🏗️Advanced Analysis

The analysis elements allow you to query the transcript of conversations for post-call analysis.

The elements will be visible and usable throughout your organisation, and in your different projects.

Setting up advanced analytics requires the Advanced version of the CogNeed license.

Some criteria in the quality rating grid require analysing the entire conversation. They cannot be performed in real time during the conversation but occur after it has ended.

For example:

• During this conversation, was the advisor friendly and dynamic?

• Did the advisor allow the customer to express themselves without interrupting and did they adapt their responses?

• During this call, was the advisor able to address the customer's objections without ignoring or questioning them?

These elements are analysed and integrated into the session's evaluation sheets.

They may be modified, for example by changing the question asked or the conditions of applicability. In this case, the modification will apply to subsequent sessions.

Since the analyses are processed after the end of the conversation, they do not generate any interaction with the advisor during the call, and do not contribute to real-time compliance.

Creating an Advanced Analysis Item

1. Click the button

2. Enter the name of the advanced analysis element, which is not used for analysis but is useful for organisational purposes.

3. Enter the question for the advanced analysis element

4. Check the element type:

   1. Compliance

   2. Quality

   3. Neither

5. Choose the conditions for running the advanced analysis element

For each analysis element, you can specify whether it will be useful for compliance analysis, quality analysis, or neither (it can be a simple filter to choose the conditions of applicability of an element for example).

The conditions of execution

You will need to specify an execution condition, which can be a session duration or the validation of another analysis element. It is possible to specify multiple conditions using the logical connectors AND, OR and NOT.

• Choose a rule or a group of rules

  • A rule can be: a minimum session duration or an advanced analysis result

  • A group of rules can be an addition of these rules (AND), a choice (OR), or a truthfulness (NOT).

Once you've finished creating the item, remember to publish it to one or more projects in your organisation.