Agent Sentiment: Similar to customer sentiment, it classifies the support agent’s emotional tone throughout the conversation.

AutoQA: Automated Quality Assessment, a feature in CI for grading conversation quality based on predetermined criteria.

CI (Conversation Intelligence): A platform feature for extracting and analyzing key information from conversations

CI Admin: A user role with administrative privileges within the Conversation Insights platform, capable of accessing and modifying advanced settings.

Conversation: Exchange of information, often between customers and agents, through chat, call, or email.

Customer Sentiment: An analysis feature that classifies a customer’s overall emotional tone in a conversation as negative, neutral, or positive.

Dual Channel: A type of recording that has separated input from two different audio channels or participants

Integrations: The process or capability of linking CI with third-party services or platforms to enhance functionality (data, alerts).

Intent: The primary purpose or reason behind a conversation, automatically detected and labeled by CI.

LLM (Large Language Model): Advanced AI models capable of understanding and generating human-like text, used in CI for various analyses.

Org Chart: A visual representation of the structure, roles, and hierarchy within an organization.

PII (Personally Identifiable Information): Information that can be used to identify an individual, such as names, addresses, and social security numbers.

PII Redaction: The process of automatically detecting and removing personally identifiable information from transcripts.

Pipeline Visibility: The setting that controls who can see or access a particular data pipeline within the CI platform.

Pipeline: Refers to the series of processes or stages through which conversation data is passed for analysis and tagging

Resolution: A tag or status indicating whether a customer’s issue or query has been resolved in the conversation.

Retranscribe: The action of re-running the transcription process on a record, often used for correction or updating.

Saved Searches: A feature allowing users to save and quickly access specific combinations of filter settings in CI.

Scoring (AutoQA Scoring): Grading each question in a QA scorecard to produce an overall score for of an agent in a conversation

Summarization: The process of creating a concise summary of a conversation, customizable via settings.

Tagging: The manual or automated process of attaching labels to conversations for categorization and analysis.

Tags: Labels in conversations for categorization and analysis

Word Boost: A feature in transcription that places emphasis on specific words for improved accuracy.