Call Logs
The Call Logs feature on the OVA Dashboard offers a comprehensive view of recent interactions handled by virtual agents, equipping admins with detailed insights to drive improvements in customer service and operational efficiency.
Detailed Call Information
Admins can access critical information for each call, such as:
Call Termination Reasons: Understanding why calls end—whether due to successful resolution, escalation, or disconnection—helps identify trends and areas where adjustments in training or processes may be needed.
Call Cost: A breakdown of costs per call enables tracking and analysis of expenses, making it easier to monitor and manage budget efficiency.
Virtual Agent Identification: Tracking the virtual agent assigned to each call allows for performance monitoring and assessment of individual agent effectiveness.
Customer Phone Number: Providing quick access to customer contact information supports follow-up actions if required.
Call Duration, Date, and Time: The precise timing and length of each call aid in analyzing call efficiency, managing call volumes, and identifying peak periods.
With access to such detailed historical data, contact centers can uncover valuable insights that drive targeted improvements across workflows, resources, and customer engagement strategies.
Additional Insights
Audio Recording Access
The Call Logs screen enables easy access to the audio recording for each call. By simply clicking on a call entry, admins can listen to the full conversation, giving them firsthand insight into the customer-agent interaction. This feature is essential for quality assurance, providing a clear understanding of customer needs, common issues, and agent response quality.
Transcription
OVA automatically transcribes each call, capturing both customer and agent speech with high accuracy. Transcriptions are available alongside the audio recording for easy reference and analysis. The transcriptions enable quick reviews of conversation flow and can reveal important details, such as frequently asked questions, keywords, and recurring customer issues. They also support compliance and documentation requirements by providing a written record of each interaction.
Advanced Call Analysis
OVA provides deeper analysis on each call, generating a concise call summary and an evaluation of the call’s success. Key information is automatically extracted, including customer sentiment, intent, and critical topics discussed. This analytical capability empowers admins to evaluate the effectiveness of each call in meeting customer needs. Success metrics and extracted insights enable a deeper understanding of customer sentiment and satisfaction levels, helping to refine scripts, improve virtual agent training, and make adjustments to enhance the overall customer experience.
Together, these features make the Call Logs screen a vital tool for optimizing contact center performance, offering not just historical data but actionable insights to drive continuous improvement in virtual agent efficiency and customer satisfaction.