AI Analytics for Customer Support and Sales Calls Monitor each interaction with AI-generated metrics
Thanks to AI analytics, get an overview of each call’s content (topics discussed, frequency, etc.) and how things were said (semantic clarity score, talk ratio breakdown, speech speed, etc.). Leverage these statistics to improve your communication with contacts and customer satisfaction.
Enhance agent-contact engagement
Gain valuable insights into call dynamics, such as speaking turns between agent and contact, speech speed, and interruptions, while analysing agent-to-contact talk time to optimise conversation balance and enhance engagement.
Thanks to call scoring, ensure clarity between your agents and contacts: information is correct, explained clearly, and easily understood.
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Analyse and optimise your team conversations
Use analytics on moments to identify which topics have been discussed the most between your team and contacts: pricing, competitor objections, trial periods, technical bugs, problems with the payment process, etc.
Based on this data, take corrective actions, such as instructing your team to conduct more demos or prioritise support tickets with complaints over those with technical bugs.
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Use conversation analysis to ensure your customer is satisfied
Use the Contact Insight feature to save time by identifying calls with lower engagement scores scores to improve team performance.
Analyse the issues and help agents enhance their skills based on identified problems, ensuring customer satisfaction.
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Celebrate achievements and coach with precision
The leaderboard offers managers an intuitive tool to monitor each team member’s performance at a glance. Gain clear insights into individual and team achievements, celebrate top performers, and provide targeted coaching where it’s needed most.
Leverage actionable data to drive your team’s success!
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AI Advanced Analytics FAQ
- What AI Advanced Analytics Are Available?
- Can You Control Access to the AI Advanced Analytics Dashboard?
- Can You Customise Your AI Analytics Dashboard?
- What Are the Benefits of AI Analytics?
What AI Advanced Analytics Are Available?
Empower by Ringover records, transcribes, and analyses conversations to deliver call content, caller engagement, and operational performance metrics, in addition to other powerful features. These analytics help staffing agencies and sales teams improve communication, raise customer satisfaction, and increase conversion rates.
Call content
- Topics discussed — identified subjects and themes in conversations
- Frequency of subject mentions — how often each topic appears
- Transcripts and keyword highlights — searchable text for review
- And more!
Caller engagement
- Caller engagement score — composite measure of caller responsiveness and interest
- Conversation ratio — proportion of agent versus caller talk time
- Speaking rate — words per minute for agent and caller
Operational metrics
- Call volume — number of calls made and received by users
- Average call time — mean duration per call
- Wait time and answer time — queue waiting and time to pick up
- Missed calls — count and percentage of unanswered calls
- Call duration distribution — breakdown by short, average, long calls
- Traffic trends — calls per hour/day for capacity planning
Can You Control Access to the AI Advanced Analytics Dashboard?
Access to analytics is based on user roles and permissions configured in the platform administration panel:
- Managers and supervisors: typically full access to team and performance metrics
- Agents: access to role-relevant analytics, for example transcripts, topic counts, and speaking rate
To confirm or change permissions, review the administration settings.
Can You Customise Your AI Analytics Dashboard?
Empower allows dashboard and report customisation to match operational needs:
- Create and save custom reports and dashboards
- Select which metrics to display (call volume, average time, missed calls)
- Filter by time range: daily, weekly, monthly, or custom periods
- Add custom metrics and tags for role-specific tracking
What Are the Benefits of AI Analytics?
Empower’s reporting dashboard consolidates call content, engagement, and operational metrics into configurable views that support monitoring, coaching, and process improvement. Here are some examples of what’s possible with Empower by Ringover:
- Automate routine tasks such as transcription, tagging, and basic reporting
- Improve agent performance by identifying difficult interactions and training needs
- Surface recurring customer issues, enabling prioritisation of support and product fixes
- Support data-driven decisions on staffing, coaching, and process changes