How to Access the AI Analysis Tool and Understand Call Insights

The Telvoip AI Analysis Tool helps supervisors, quality assurance teams, and managers gain deeper visibility into customer interactions by automatically analyzing completed calls.

Accessing the AI Analysis Tool

Follow these steps to access AI-powered call analysis within the Telvoip platform.

Step 1: Open the Dashboard

Log in to your Telvoip account and navigate to the main dashboard. From the dashboard, locate and open the Call Logs section. The Call Logs page displays a list of completed calls, including information such as: · Call Type (Outbound, Inbound, Outbound Missed, Inbound Missed) · Caller · Receiver · Call date and time · Call duration · AI Analysis

Step 2: Locate the Call You Want to Review

Browse the call log or use available filters to find the specific call you would like to analyze.

Once you have identified the call, locate the AI Analysis option within the corresponding call details row.

Once you have identified the call, locate the AI Analysis option within the corresponding call details row.

Step 3: Open AI Analysis

Click AI Analysis to open the detailed conversation analysis page. The AI Analysis screen provides a complete breakdown of the call, including: Call recording playback Downloadable call recording Conversation summary Agent performance score AI-generated recommendations Full conversation transcript

Understanding the AI Analysis Screen

The AI Analysis interface is divided into two main sections:

Left Panel: Call Insights and Performance Analysis

The left side of the screen contains AI-generated insights and performance metrics.

Call Recording

At the top of the analysis page, you can: Play the original call recording Pause and resume playback Download the call recording for offline review This allows supervisors and managers to compare AI insights against the original conversation when necessary.

Call Summary

The Call Summary provides a concise overview of the interaction. Instead of listening to an entire call, users can quickly understand: The purpose of the call Issues discussed Actions taken by the agent Resolution outcome This helps teams review large volumes of conversations more efficiently.

Agent Score

The Agent Score is an AI-generated evaluation of how the agent handled the interaction. The analysis considers factors such as: Professionalism Communication quality Problem-solving ability Customer handling Responsiveness Overall interaction effectiveness This score helps supervisors identify both high-performing agents and coaching opportunities.

AI Recommendations

The Recommendations section provides actionable suggestions designed to improve future customer interactions. Recommendations may focus on: Communication techniques Customer handling practices Process improvements Technical issues affecting call quality Service delivery enhancements

For example:

The agent handled the technical difficulty professionally by recognizing the issue and proposing a callback.

Recommendation:

The agent should perform a hardware check on their headset and microphone settings to ensure they are not inadvertently using a loudspeaker or experiencing echo. These recommendations support continuous performance improvement and agent coaching initiatives.

Right Panel: Call Transcript

The right side of the analysis screen contains the full call transcript.

Verbatim Conversation Capture

The transcript records the conversation exactly as it occurred during the call. This includes both: Agent statements Customer statements The transcript is captured in verbatim (word-for-word) format, meaning conversations are documented as spoken rather than summarized. This allows supervisors and quality assurance teams to review interactions without listening to the full recording.

Speaker Identification

Each section of the transcript is attributed to the appropriate participant. Users can clearly distinguish between: Agent responses Customer responses This makes it easier to follow the conversation flow and understand how the interaction progressed.

Reviewing Conversation Context

The transcript provides valuable context when reviewing: Customer concerns Agent responses Escalation situations Service quality issues Resolution outcomes Teams can use transcripts to validate AI-generated insights and support coaching discussions.

Understanding Sentiment Analysis

The AI Analysis Tool evaluates the overall sentiment of the conversation based on language, tone indicators, and interaction patterns. Sentiment analysis helps identify: Positive customer experiences Neutral interactions Customer frustration Escalation risks Service recovery opportunities By monitoring sentiment trends across calls, organizations can gain deeper visibility into customer satisfaction levels and service quality performance.

Best Practices for Reviewing AI Analysis

To get the most value from the AI Analysis Tool: Review both the summary and transcript for important calls. Use agent scores as coaching indicators rather than standalone performance measures. Investigate recurring recommendations to identify broader operational issues. Monitor sentiment trends across teams and departments. Combine AI insights with supervisor reviews for balanced performance assessments.

Next Steps

After reviewing call analysis results, you can use the insights to: Coach agents more effectively Improve customer service quality Identify recurring customer concerns Monitor sentiment trends Enhance operational performance across your contact center The Telvoip AI Analysis Tool transforms call recordings into actionable intelligence, helping teams improve customer experiences while reducing the time required for manual call reviews. This is a natural combination because recommendations are most valuable when they're used as part of a structured coaching process.