Overview

Ziwo Intelligence is a Ziwo product that gives subscribed clients a comprehensive and detailed view of their call center activity through the dashboard. It provides filters, insights, and performance metrics, enabling users to monitor call data, evaluate agent performance, and make data-driven decisions to enhance customer service and quality managment.

Introduction

The Ziwo Intelligence dashboard is designed to support multiple languages and dialects (English, different Arabic dialects and more). It combines high-level performance trends with call-level analytics, so users can both see the bigger picture and zoom into specific interactions for actionable insights. It also supports automated Quality Management scoring, allowing admins to evaluate agent performance based on customizable scorecard metrics.

Key Features

The dashboard includes the following features:

• Client Sentiment Analysis: Detect client emotions during calls (Positive, Neutral, Negative, Angry).
• Tags Analysis:
  • AI Predefined Labels: Automatically label calls by our AI using a set of predefined tags (e.g.: complaint, Appointment booking , etc.)
  • Manual Labels: Added by agents.
• Call Analytics
  • Agent Talk-to-Listen Ratio: The proportion of the agent’s total speaking time compared to the overall speech time in the call. (Only speech or silence segments lasting 3 seconds or longer are considered.)
  • Overlap Ratio: The proportion of time during which both parties spoke simultaneously (for at least 3 seconds) relative to the total call duration.
  • Silence Ratio: The proportion of time with no speech from either party (for at least 3 seconds) relative to the total call duration.
• Call Details: Full call breakdown, including transcription, summary, sentiment, and metadata.
• Quality Management Score: Automatically evaluates calls based on predefined scorecard metrics configured by the admin. These metrics can include aspects such as call opening and closing, agent attitude, and overall interaction quality.
  • Admins can configure scorecards by selecting relevant metrics and defining a passing score.
  • The dashboard provides visibility into average call scores and the percentage of calls meeting the passing threshold.
  • Admins can view individual agent performance across each scorecard metric.
  • Detailed scorecard breakdowns are available for every call to help identify strengths and improvement areas.

Pages

The dashboard includes two main pages:

1. Main View

• Overview charts of call activity (by agent, time, etc.)
• Filters for refining results
• Call details in a tabular format that can guide you to the call details page

2. Call Details View

• Comprehensive details for a selected call:
  • Call Transcription & Summary
  • Sentiment & Tags
  • Agent Talk-to-Listen, Overlap and silence Ratios
  • Call details ex: Start/End Time, Caller info, hold time , etc.
  • Quality Management detailed score breakdown

User Roles

• Admin: Full access to dashboards, filters, and call details across agents.
• Agent: Limited view of their own calls, with relevant filters and analytics.

Filters

You can refine call data using:

• Date Range
• Call Direction (Inbound, Outbound)
• Sentiment (Positive, Negative, Neutral, Angry)
• Tags (AI predefined or manual)
• Agent Name
• Queue name

Refresh Frequency

Call data is updated within minutes of each call, ensuring near real-time visibility.