Contents
Accessing DialogIQ
Tone Analysis
Script Analysis
Accessing DialogIQ
To view conversation insights:
Go to your Dashboard and select Coaching Opportunities, Successes, or select Recordings from the menu panel on the left-hand side of the page.
Choose the recording number for the team member you want to review.
You will be directed to the Recording Details page where you can review the DialogIQ score and other AI-generated insights.
Tone Analysis
FieldSpark AI analyzes tone to identify coaching opportunities:
The graph displays a visual representation of the tones detected throughout the conversation. One line represents the team member, and the other line represents the tones expressed by the customer(s).
Script Analysis
Script Analysis displays the full conversation transcript. Managers can:
Review dialogue between team members and customers.
On the right-hand side, you’ll see the Script Categories. These outline a series of requirements defined by your organization. The number of missed requirements within each category directly impacts a team member’s Script Adherence and overall DialogIQ Score.
Clip key moments to create training content.
To clip a conversation:
1. Select Clip for Training.
2. Choose the sections you’d like to capture.
3. Select Create Clip
4. Decide how to categorize the clip and assign it to team members or individuals by selecting Save.