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Additional information on the media player guide can be found here: Using the media player
Speech analytics tab
A new Speech Analytics Tab is available for the in focus conversation this includes the following information
Expandable Information | Description |
|---|---|
| Language Spoken | Lists the detected languages spoken during the conversation. |
| Sentiment Analysis | Lists the granular count of TCU sentiment within the conversation. The numbers with the colored background represent the number of TCUs in the respective sentiment category for the recorded conversation. |
| Topics | Lists key topics spoken within a conversation, providing a quick summary of the audio file content. This also includes a time stamp, highlighting at which point during the topic was detected. The timestamp is a hyperlink and will move the player to the appropriate point in the Wav File. |
| Summary | A 100-500 word summary of the call, automatically generated from the key points of the conversation. |
Transcription tab
The transcription tab provides the following functionality
Feature | Description |
|---|---|
| Auto Scroll | The transcription will scroll, in synch with the audio and audio player. |
| Speaker Diarization | Identifies the number of speakers in an audio file and segments the transcript according to speaker identity. Speaker 1, Speaker 2 etc… |
| TCU Sentiment | Each diarized segment of transcribed text is given a color coding to infer the sentiment score for the transcribed segment. |
| Confidence | Words with a dashed underline are words with a low confidence score. |
| Sentiment | The color bars on the left present the sentiment score of the TCU on a scale of 5 categories:
By moving the cursor over the color bar, the exact sentiment score value is displayed. |