Conversational analytics

Conversational analytics uses AI to evaluate customer interactions during the wrap-up process. It transforms transcripts from voice, digital messaging, and email channels into real-time insights that help assess interaction quality, sentiment trends, and coaching opportunities. These analytics generate both quantitative scores and qualitative feedback, supporting data-driven performance management. These insights are embedded throughout the Interaction Portal to guide decision-making and agent development.

Beginner

English

After completing this module, you should be able to:

Describe the metrics used to analyze customer interactions.

Enable the preconfigured metrics.

Configure a custom metric.

Available in the following mission:

Pega Voice AI v6

Topics

Conversational analytics in the Interaction Portal

5 mins

Configuring analytics in Pega Customer Service

5 mins

Module Quiz

5 mins