Analyzing the Summary of Transcript Discovery
The Transcript Analysis Metrics section provides a quick overview of the transcript discovery status for the selected Process Intelligence workspace. These metrics help users understand the volume of data analyzed, the progress of discovery, and the number of process categories identified from customer interactions.
Total Transcripts - Displays the total number of transcripts uploaded to the selected Process Intelligence workspace. This metric indicates the size of the dataset available for process discovery and analysis.
Categories Discovered – Displays the number of AI-discovered process categories identified from the analyzed transcripts. This metric helps you assess how many distinct business processes or customer interaction types have been identified for automation.
Analysis Run - Displays the number of analysis executions performed for the selected workspace. This metric helps users understand how many times the workspace data has been processed and analyzed.
Average Handling Time - Displays the average time taken to handle customer interactions across the analyzed transcripts. This metric helps you identify processes with longer handling times that can benefit from optimization or automation.
Average Friction - Displays the average friction score across the analyzed conversations, indicating the level of customer effort required to complete an interaction. This metric helps you identify interactions that can benefit from process improvements or automation.