Case Analytics view in Conversational Analytics offers users a consolidated display of agent-customer conversations. It incorporates AI scoring to evaluate agent performance, a widget that highlights intents, noise, loudness, and entities detected in the conversation, and various case details. This functionality simplifies the process of reviewing case specifics by presenting them in a single location. This comprehensive view provides a convenient and efficient way to access all relevant case details in a single location.

The Case Analytics page is designed to be highly flexible and customizable according to individual preferences. Users can add or remove widgets, as well as adjust the widget size and arrangement. This level of customization ensures that each user can tailor the page to their specific needs, creating a personalized and streamlined workflow.

Conversational Analytics Persona

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Quality Manager Persona