Features

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