Conversational Data
What is Conversational Data?
Our products include a rich set of real-time statistics and historical reports for insights into all the conversational data and information collected by our solutions, across all channels in the contact center.
Conversational data is the record of what is said and done in customer interactions: call transcripts, chat and messaging logs, emails, timestamps, routing paths, wait and handle times, outcomes and the contact reasons attached to each conversation. Captured across every channel, it gives a contact center a factual picture of what customers ask for and how well the operation responds.
Real-time statistics help supervisors manage the queue in the moment, for example by spotting rising wait times or a spike in a particular topic. Historical reports show trends over weeks and months, such as which contact reasons are growing, which channels resolve issues most effectively and where customers have to repeat themselves. AI is increasingly used to summarize conversations, detect intent and sentiment, and turn unstructured text into data that can be searched and reported on.
Related: Interaction History, Customer Sentiment, Third Party Reporting Platforms, UW Insights.