Conversational Intelligence on ~.UcClient.~ Unified Communications

Topic Analysis

Mon, 01 Jan 0001 00:00:00 +0000

Topic Analysis #

The Topic Analysis view provides a visual summary of the subjects being discussed across your calls. It uses AI to automatically identify and group topics, giving you a high-level view of call themes without needing to listen to individual recordings.

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Topic Analysis requires a minimum of 100 transcribed calls before topics analysis and clusters will be available. The view will not display data until this threshold has been reached.

For an explanation of how topics and clusters are generated — including the distinction between 'Primary Topics' and additional topics — refer to the Topic Analysis section in Getting Started.

Silence in Conversations

Mon, 01 Jan 0001 00:00:00 +0000

Silence in Conversations #

The Silence in Conversations view analyses periods where neither party is speaking during a call. While some silence is natural — a user looking up an account, or a brief pause while a customer thinks — excessive or poorly timed silence can be a significant indicator of problems with call handling, agent confidence, or process efficiency.

Why Silence Matters #

Silence analysis provides a layer of insight that transcription and sentiment alone cannot. A call can have polite language and positive sentiment, yet still contain long periods of silence that signal friction, hesitation, or process failure.

Scoring

Mon, 01 Jan 0001 00:00:00 +0000

Scoring #

Scoring uses your defined scorecards to automatically evaluate every call against your quality standards. Rather than relying on spot-check audits of a small sample of calls, scoring gives you an objective, consistent measure of call quality across 100% of your interactions — providing a complete picture of performance, coaching needs, and trends.

Benefits of Scoring #

Objective quality measurement — scorecards move quality assessment from subjective impression to measurable criteria, ensuring consistency and fairness across your team. Every call is evaluated using the same rules.