Short-term analysis

V‑Spark’s Daily Chart focuses on showing the scores for each lower-level category of a selected category. (Categories are selected by clicking a bar in the Overview Graph.)

The graph is clickable, and each category can be analyzed on a per-call level. The file list below adjusts to display calls that fall within the current category. If the View is currently set to "Files", selecting a leaf-level category in the Daily Chart navigates down to the file list. Phrases that represent that category will be highlighted in the search results. The number of calls scored for each lower-level category can be seen by hovering over the corresponding portion of the graph.

As you navigate down through lower-level categories, the percentages displayed are calculated from the number of calls that passed through the immediate upper-level category and not the total number of calls uploaded for that day.

Depending on the Overview drop-down option selected, either a Call Statistics or Daily Charts section is shown to the right of the Overview chart.

Call volume statistics

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Call Statistics shows the stats over the last month across several metrics related to call volume. These include:

  • Call volume

  • Avg. call duration

  • Avg. calls per agent

  • Avg. agent talk time

  • Avg. client talk time

  • percentage of Positive agent emotion

  • percentage of Positive client emotion

The default view displays information for the following time periods: Today, Yesterday, 7 day avg., and last month. For the last month average, the date range is displayed. If a specific calendar month is selected, then selected month and year are displayed.

Clicking a different point on the graph changes Today to the date selected, and Yesterday changes to Previous Day.

7 day average is calculated based on the last 7 days, including the selected date. Month average is calculated to include all days in the selected date range.

Figure 1. Default view after selecting a month

After selecting a month via the date picker, only the month’s average will be populated in the default view as seen above. The rest of the statistics will be populated when a date is selected by clicking a data point on the graph.

Daily charts

  1. Call duration

    The Overview chart can be clicked to display the daily call breakdown. Daily Charts include a histogram of calls by call duration and emotion and also duration by percentage of overall calls. Emotion is broken down into four groups: Positive, Improving, Negative, and Worsening. Each call falls into one emotion group. Clicking on the Daily Chart graphs will trigger a search in the Files view below.

  2. Agent emotion

    The Overview chart can be clicked to display the daily agent emotional state. Daily Charts include average call duration by emotion and percentage of calls of a given emotion. Clicking on the Daily Chart graphs will trigger a search in the Files view below. Emotion values include:

    • percentage of calls with Positive and Improving agent emotion

    • percentage of calls with Negative and Worsening agent emotion

  3. Client emotion

    The Overview chart can be clicked to display the daily client emotional state. Daily Charts include average call duration by emotion and percentage of calls of a given emotion. Clicking on the Daily Chart graphs will trigger a search in the Files view below. Emotion values include:

    • percentage of calls with Positive and Improving client emotion

    • percentage of calls with Negative and Worsening client emotion