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 is set to Call Center Call audio type

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

   • 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 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 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”

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. Export findings

   • Select one or more completed tasks
   • Click Export and choose from Word (DOCX), Excel (XLSX), or PowerPoint (PPTX)

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