Audio analysisAudio analysis
7 min read
Call recording data privacy: access, masking, retention
Before sending call recordings to an AI analysis system: who sees what, how long it is kept, how masking is checked and how files are deleted.
Audio analysis
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Audio analysisAudio analysis
7 min read
Audio vs transcript analytics: tone, empathy and text
What a call's text establishes reliably, what needs the audio, and what neither shows. How to turn subjective criteria into observable behaviour.
Audio analysisAudio analysis
7 min read
Speech analytics accuracy testing: beyond one number
AI call analysis accuracy is not one number: transcript quality, per-criterion agreement, false flags, missed violations and calls that cannot be analysed.
Audio analysisAudio analysis
7 min read
Call recording quality: how poor audio distorts scores
Noise, dropouts and incomplete recordings can turn a mistake the agent never made into a low score. When to stop or limit the evaluation of a call.
Audio analysisAudio analysis
7 min read
Call recording metadata fields for quality analysis
An audio file does not carry the call's context. Which fields should accompany a recording for quality analysis, and what breaks when each is missing.
Audio analysisAudio analysis
7 min read
Speaker diarization in call centers: why it matters
A diarization error attributes the customer's words to the agent and creates a false violation. Stereo vs mono, sensitive criteria and a test method.
Audio analysisAudio analysis
7 min read
Multilingual call QA: testing scoring in three languages
Agent scoring in Azerbaijani, Russian and English has to be tested per language and language mix. Test set, translation and fair comparison.
Audio analysisAudio analysis
7 min read
Speech analytics pilot plan for existing call recordings
A small pilot before rolling call analysis out to the whole team: goal, representative sample, human reference, success criteria and the final decision.
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