📞 Call Center Analysis Guide
This guide explains how to use Uspeech Analytics to evaluate call center agent performance, identify quality issues, and score calls against structured evaluation rubrics.
Overview
Section titled “Overview”Call Center Analysis provides two specialized analysis types for evaluating call recordings:
- 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
These analysis types are available exclusively for Call Center Call projects.
Key Features
Section titled “Key Features”| 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 |
Prerequisites
Section titled “Prerequisites”- Create a Call Center Call project — When creating a new project in the Transcriptions section, select Call Center Call as the audio type
- Upload and transcribe call recordings — See the Transcriptions Guide for details
- Create an evaluation rubric (COPC only) — See Evaluation Rubrics
Next Steps
Section titled “Next Steps”- Quick How-To — Step-by-step instructions
- Evaluation Rubrics — Create and manage rubrics
- Understanding Results — Interpret your analysis output
- Tips for Best Results — Get the most out of call analysis