📞 Call Center Analysis Guide
This guide explains how to use Uspeech Analytics to evaluate call center agent performance, identify quality issues, score calls against structured evaluation rubrics, and report on your whole operation.
How it works
Section titled “How it works”- Create a Call Center Calls project and upload recordings (or ready-made transcripts)
- Upload call metadata so Uspeech knows when each call happened and who handled it
- Analyze the calls — once over a selected batch, or automatically as each recording arrives
- Review per-call results in the project’s Results tab
- Read the Call Center Report for cross-call trends, and export it as a PDF
Steps 2 and 5 are what turn per-call evaluation into a QA programme; steps 1, 3 and 4 work on their own if all you need is individual call scoring.
Analysis types
Section titled “Analysis types”Two analysis types are available exclusively for Call Center Calls projects:
- Calls Analysis — General-purpose call quality evaluation that extracts topics, identifies agent mistakes, flags missing protocol steps, and assesses whether the call goal was reached
- COPC Evaluation — Structured scoring against a weighted evaluation rubric, following COPC (Customer Operations Performance Center) methodology with criterion-by-criterion scoring and critical error detection
Custom Questions can also be answered call by call, through the same automatic pipeline.
| Feature | Calls Analysis | COPC Evaluation |
|---|---|---|
| Purpose | General quality insights | Structured rubric scoring |
| Output | Topics, mistakes, missing prompts | Per-criterion scores with justifications |
| Scoring | Qualitative assessment | Quantitative percentage score |
| Critical errors | — | Supported (auto-fails the call) |
| Rubric required | No | Yes |
| Best for | Exploratory analysis, identifying patterns | Formal QA programs, compliance audits |
Where results live
Section titled “Where results live”| Question | Where to look |
|---|---|
| What happened in this call? | The project’s Results tab, or the call detail in the report |
| How is the operation doing overall? | The Call Center Report |
| Something to send to a client or a manager? | Export PDF from the report, or Word / Excel / PowerPoint from a result |
Prerequisites
Section titled “Prerequisites”- Create a Call Center Calls project — On the Conversations page, click New Project and choose Call Center Calls
- Upload and transcribe call recordings — See the Transcriptions Guide for details. Pre-made transcripts (SRT/VTT) can be uploaded directly
- Create an evaluation rubric (COPC only) — See Evaluation Rubrics
Next Steps
Section titled “Next Steps”- Getting Started — New here? The whole setup once, in order
- Quick How-To — Step-by-step instructions
- Call Metadata — Give Uspeech the call date, agent and campaign
- Automatic Analysis — Analyze calls as they arrive
- Evaluation Rubrics — Create and manage rubrics
- Understanding Results — Interpret your analysis output
- Call Center Report — The cross-call QA dashboard
- Tips for Best Results — Get the most out of call analysis