What are Audio Metrics?
All conversations with a voice call associated with them and imported into Evaluagent via an integration as a full fetch ticket will be analysed against these audio metrics.
The call analysis will cover:
- Overtalk - the time during a call when two people are speaking at the same time
- Silence - the time during a call when nobody is speaking
From the analysis of each call, a range of useful metrics will be produced that are tagged against each call, can be used as filters within the imported contacts view and, in the near future, can be used to build SmartView dashboard widgets to track how these audio metrics change over time.
What metrics are available?
For Overtalk, there are four audio metrics as follows:
- Overtalk - Number of Instances: the total count of instances of overtalk detected that are above the set threshold
- Overtalk - Longest Instance: the longest single instance of overtalk detected that is above the set threshold
- Overtalk - Shortest Instance: the shortest single instance of overtalk detected that is above the set threshold
- Overtalk - Average Instance Duration: the average duration of all the individual instances of overtalk detected that are above the set threshold
For Silence, there are four further audio metrics as follows:
Silence - Number of Periods: the total count of periods of silence detected that are above the set threshold
Silence - Longest Period: the longest single period of silence detected that is above the set threshold
Silence - Shortest Period: the shortest single period of silence detected that is above the set threshold
Silence - Average Period Duration: the average duration of all the individual periods of silence detected that are above the set threshold
Audio metrics rely on being able to analyse a voice call to identify periods of silence and/or overtalk. Therefore, audio metrics will only apply if you use full-fetch tickets with your selected integration with the Evaluagent platform. This ensures that all imported conversations include the voice recording so it can be analysed.
The quality of the voice recording is also very important to ensure the best audio metrics analysis. Good quality stereo call recordings with speaker separation are perfect.
However, Mono calls or stereo calls without speaker separation make the identification of Overtalk very difficult and will not give good results. Silence detection will still work correctly.
How are the metrics calculated?
The silence metric is calculated by scanning the entire call for periods of greater than 5 seconds where no one is speaking. It ignores silence at the beginning and end of calls, plus any 'system' identified speakers.
In the above example, only one period of silence greater than the threshold of 5 seconds is identified, all other smaller periods of silence are ignored.
The overtalk metric is calculated by scanning the entire call to identify instances of overtalk greater than 1 second when both parties are talking simultaneously. It ignores any 'system' identified speakers for this calculation.
In the above example, two periods of overtalk of greater than 1 second have been identified, all shorter periods of overtalk have been ignored.
Viewing a conversation's audio metrics
Each conversation that has been analysed will be tagged with the audio metrics that the EvaluAgent platform has identified.
Navigate to the 'Evaluagent Insights' tab for any conversation within the imported contacts page and find the sections called 'Audio Insights'. Here, you can see if either silence or/and overtalk were detected, how many instances/periods were found, what the total duration of these instances was and what percentage of the whole call this represents.
If no overtalk or silence is detected or it was all below the threshold, then the audio insights section will show 'non-detected' as shown in the screenshot below:
Finding individual instances of overtalk or silence
Clicking on the yellow highlighted overtalk or silence text will show you where the period or instance is in the text transcript. You can also navigate between these occurrences by clicking 'Next'.
The screenshot below shows Overtalk being highlighted in the call transcription (note in live instances of this feature you will see the actual words of the transcript, the screenshot below is a visual depiction).
Using audio metrics as filters to discover conversations
Within the Imported Contacts view, you can access all of the available audio metrics as filters. This enables you to use the audio metric filters to discover specific types of conversations that you might wish to explore further or carryout detailed evaluations on. For example:
- identifying all conversations with more than 2 instances of overtalk - perhaps signs of customer frustration.
- identifying all conversations that have more than x seconds of silence - perhaps signs of agents needing to spend too long 'doing system things' rather than engaging with customers.
To find these filters:
- Navigate to the Imported Contacts page,
- Select 'Create new filter',
- Choose Evaluagent Insight Fields,
- Select the audio metric you wish to use in your filter,
- Enter the settings you need for the specific audio metric filter you have selected.
This filter will then find any conversations that match the criteria you have specified.
Reporting on Audio Metrics
In the first beta release, audio metrics are not available as reporting metrics, and so will not be buildable as part of any SmartView Dashboards. This functionality will be provided in the near future.