Quick How-To

Quick How-To

How to Run Calls Analysis

1. Prepare your call recordings

   • Transcribe your call recordings first (see Transcriptions Guide)
   • Ensure your project was created as a Call Center Calls project
   • Optionally provide call metadata — a CSV manifest for the whole batch, or the Edit call metadata action on a single file — so the results carry the call date, agent and campaign

2. Select files for analysis

   • Click Conversations on the navigation bar
   • Choose your call center project from the dropdown
   • In the Files tab, select the calls you want to analyze using the checkboxes

3. Start the Analysis Wizard

   • Click the New Analysis button
   • In Step 1, choose Predefined Analysis

4. Choose Calls Analysis

   • In Step 2, select Calls Analysis from the list of analysis types
   • You can also combine it with other analysis types (Pains, Gains, etc.)

5. Add context (optional)

   • Provide additional context or instructions in the Additional Context field

6. Run the analysis

   • Optionally tick Also analyze new calls automatically with this configuration to keep running it on future uploads
   • Click Start Analysis to begin processing

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How to Run COPC Evaluation

1. Create an evaluation rubric first

   • Go to Settings > Evaluation Rubrics (COPC) and create a rubric
   • See Evaluation Rubrics for detailed instructions

2. Select files for analysis

   • Click Conversations on the navigation bar
   • Choose your call center project from the dropdown
   • In the Files tab, select the calls you want to evaluate

3. Start the Analysis Wizard

   • Click the New Analysis button
   • In Step 1, choose Predefined Analysis

4. Choose COPC Evaluation

   • In Step 2, select COPC Evaluation from the list
   • You can combine it with other analysis types if needed

5. Select your evaluation rubric

   • A rubric selection step appears automatically when COPC Evaluation is selected
   • Choose the rubric you want to score calls against
   • Each rubric card shows the number of criteria, total points, and critical criteria count

6. Add context (optional)

   • Provide any additional context or instructions

7. Run the evaluation

   • Click Start Analysis to begin scoring

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How to Analyze Calls Automatically

Instead of starting a run for every batch of recordings, let Uspeech analyze each call as it arrives:

1. Click Conversations, select your call project, and click Configuration
2. Tick Analyze calls automatically as they arrive
3. Click Choose analyses…, pick the analysis types (and rubric or questions), and click Save configuration

Every recording uploaded from then on is analyzed shortly after it finishes transcribing. See Automatic Analysis for batch sizing, failure handling and merged results.

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How to Review Results

1. Check task status

   • Switch to the Results tab in your project
   • Analysis typically takes 1–5 minutes depending on the number of calls
   • Once complete, the status changes to “Completed”
   • With automatic analysis enabled, you get one merged result per analysis type, labelled all analyzed calls

2. View results

   • Click on a completed task to view results
   • Calls Analysis results show topics, mistakes, missing prompts, and goal assessments
   • COPC Evaluation results show a Dashboard and Table view — see Understanding Results

3. Look at the whole operation

   • Open Call Center Report in the navigation bar for compliance trends, contact reasons, shift and agent comparisons, and a browser over every analyzed call — see Call Center Report

4. Export findings

   • From a result: select one or more completed tasks, click Export, and choose Word (DOCX), Excel (XLSX), or PowerPoint (PPTX)
   • From the report: click Export PDF for a client-ready document with an executive summary and recommendations

💡 Tip: You’ll get an email notification when analysis finishes. Enable notifications in Profile > check Notify job completion > click Save.