Investigate the loudness of agents and customers in calls using conversational analytics

A loudness score measures how loudly the customer or agent are speaking during a call. conversational analytics displays an analysis of the conversation that you can use to identify where the customer or agent might be talking loudly and have a negative sentiment.

How to use loudness scores

We recommend using loudness scores together with sentiments. Look for areas of the conversation where the loudness score is high and the sentiment is low. Then read that portion of the transcript or listen to that section of the call.

For example, the following is an image of a recording and transcript analysis. Spiked vertical bars indicate where the customer is talking loudly. The horizontal red bars indicate their sentiment is negative.