| DESCRIPTION |
Clever ANALYTICS |
| Evaluation Features |
| Playback conversations |
Yes |
| Custom QA Scorecards |
Yes |
| Identify repeat customer conversations |
Yes |
| "Custom Tag" conversations |
Yes |
| Basic filtering (across 8 parameters) |
Yes |
| Advanced filtering (across 15 parameters) |
Yes |
| Auto Script score |
Yes |
| Email notifications basis moment missed/achieved |
Yes |
| Adhoc searches across all transcripts |
Yes |
|
|
| Coaching Features |
| Add coaching comments against transcript dialogues |
Yes |
| Share Scorecards with Agents |
Yes |
| Contest QA feedback |
Yes |
| Create a coaching session |
Yes |
| Tag agent calls to coaching session |
Yes |
| Share coaching session notes with teammates |
Yes |
| Add calls to playlists |
Yes |
| Share playlists with teams |
Yes |
|
|
| AI Features |
| Call transcripts |
Yes |
| Speaker separation |
Yes |
| Call summarization |
Yes |
| Call chapters |
Yes |
| Auto language detection |
Yes |
| Sentiment analysis |
Yes |
| Moment achieved analysis |
Yes |
| Download transcripts (in docx) |
Yes |
| Search transcript(s) |
Yes |
|
|
| Reporting |
| Agent level performance metrics |
Yes |
| Team level performance metrics |
Yes |
| Download reports as CSV |
Yes |
|
|
| Account Configurations |
| Create teams |
Yes |
| Add/manage agents |
Yes |
| QA login |
Yes |
| Client login |
Yes |
| Create multiple moments (keywords/phrases) |
Yes |
| Add rules while creating moments |
Yes |
| Reject calls below X secs |
Yes |
|
|
| Security features |
| Redact 16+ PII parameters from audio |
Yes |
| Redact 16+ PII parameters from transcripts |
Yes |
| Auto delete calls after X days |
Yes |
| Disable call downloads for specific roles |
Yes |
|
|
| Security best practices |
| SOC 2 Type 2 compliant |
Yes |
| Data encrypted at rest and in transit |
Yes |
| AWS backed enterprise security |
Yes |
| Separation of test and prod environments |
Yes |
|
|
