Call IQ (preview)
Overview
Call IQ transcribes and scores your recorded calls so you can find the ones that matter without listening to everything. It lives in the myCloudPBX Service Portal and is switched on by the Early Adopter Program.
Call IQ only works on recorded calls. Call Recording must be on for the phone system and for the numbers or extensions you want covered, and Call Transcription must be set to Transcribe or Call Recording Intelligence. See Joining the program for how to set the level.
Call IQ has two tabs: Explorer and Review today.
This feature is on preview
Each tab carries a short notice about what is illustrative today. Sentiment will keep improving. If Call IQ gets a call wrong, tell us using the feedback controls described below.
Explorer
Explorer lists every call in the window, who talked, what happened, and its recordings.
Calls and Recordings. The switch at the top right of the panel changes the list between calls and recordings. A call can have several recordings, one per leg or hold.
Filters. Choose the window ('Today', 'Last 7 days', 'Last 30 days'), direction, outcome, and whether the call has a recording. The search box matches numbers, extensions and route names.
Tiles. Calls in the window, the answered percentage, missed calls, and how many have a recording.
The list. Each row shows the time, direction, the from and to numbers or extensions, the route the call came in on, the outcome, who answered, and talk and ring time. A repeat caller marker shows when the same number has called more than once this week. Forwarded calls say where they went. Choose 'Show more' at the bottom to load further rows.
Click the arrow at the end of a row to open the call.
Call detail
The call detail brings everything about one call into one place.
| Section | What it shows |
|---|---|
| Call journey | The sequence of what happened: rang, answered, on hold, transferred, talked, hung up, with who and how long at each step. |
| Who talked on this call | Each extension that took part, how long they talked, and their line quality. |
| Call quality | How the line sounded. Expand it for latency, jitter and packet loss. |
| Recordings linked from this call | Each recording with a play button, its length, its sentiment score, a short arc showing how sentiment moved through the recording, and a plain language summary of what was said. 'View the transcript' opens the full transcript. |
| Other calls with this number | The caller's history, so you can see the pattern and not just the one call. |
Tell us when it is wrong
Under a summary or an open transcript you will see 'How did we go?' with Poor, Good and Great. One click tells us whether that particular summary or transcript was right. This is the most useful thing you can do while Call IQ is on preview.
Review today
Review today is a prioritised queue of the calls worth a second look.
Tiles. Calls waiting for review, calls flagged as churn risk, the average sentiment across today's recordings against last week, and answer time breaches.
Priority queue. Each call carries a risk score from 0 to 100. The portal works the ranking out from:
- the worst sentiment in the recording
- risk concepts it detected (cancellation intent, competitor mentioned, billing dispute, urgent)
- unusually long calls
- repeat callers
Tags under each summary show why a call was flagged. The sparkline on the right shows how sentiment moved through the call.
Filter with 'All', 'Churn risk' or 'Unreviewed'. Choose 'Review' on a call to open it, or 'Mark all reviewed' to clear the queue.
Preview limitation
What you have reviewed is remembered only while the page is open, and is not shared with colleagues.