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Metrics

Agent emotion change

The Agent's emotion change metric is focused on understanding how resilient you are in terms of staying positive. In essence, this skill is crucial to becoming both more powerful against negative emotions projected by the client, and also to prove that you can stay highly motivated and positive throughout the conversations. 

EXAMPLE 

At the start of the conversation, you are positive 80%, which means you are projecting pleasant emotions like joy, relaxation, happiness, hopefulness, and others. However, at the end of the conversation, you have experienced some criticism from the client and some disappointment for not being able to get the desired response. Without your awareness, your emotions have dipped at 73% positivity. You are still projecting positive emotions, but you are not as positive as you were at the start. 

The calculation is: 73% minus 80% equals -7% Agents emotion change. 


USE CASE

This metric is useful when there are a lot of calls made in a short period of time. In that case, extra coaching on how to stay positive and emotionally resilient is a useful strategy to improve the Agent emotion change %.

Note, that the percentage change is normally within 1 digit level, that is, -4% or +2%. If the agent's emotion change % goes in - double digits this could mean some serious issues of agents' abuse by the client or arguments during a call. 

 

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Agent laughter

This metric shows how many times has the agent laughed during the conversations. Every time there is a burst of laughter it is counted as a single event.

Laughter moment also includes high-intensity positivity or audible relief transitions. In other words sudden exhalations, high pitch moments. 

EXAMPLE

During a conversation, there are 2 times the agent said something and during the speech started laughing slightly or raised the pitch to a point of high emotional relief moment. 

 

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Average call duration

This metric shows the average call duration. It is useful to find out which Agent has the longest calls and which one has the shortest. If there is a strong correlation with the KPIs like Yes% for either longer or shorter calls this might indicate that coaching to make calls shorter or longer is a useful strategy. 

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Average longest monologue

Use Average Longest Monologue to improve sales by speaking less, but better. This is a conversational skill metric that shows the average time of the longest monologue in every conversations you have had in the selected period.

 

EXAMPLE 

This means that if you have 10 conversations and in 5 your longest monologue is 50 seconds, but in the rest 30 seconds, your average longest monologue is 50s times 5 pluss 30s times 5 divided by 10 conversations equals 40s average.

USE CASE

The rule of thumb based on behavioral and cognitive psychology is to speak no more than 30 seconds. The longer you speak the less information the other person will be able take in. However, this applies for an active dialogue where the goal is to have a light hearted and engaging conversation.

Exceptions as a personal story telling or product direct pitching can take more time. Generally people are ok to listen longer if you have shown good conversational skills prior the long monologue. That is good listening, interactivity and emotional connection.

It is a natural trial and error process to find what is the best length for your product and service pitching section, but a long monologue can be fixed easily with clever questions, witty remarks, jokes and other styles of communication. 

 

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Client emotion change

The Client's emotion change metric is an indicator of how well can the agent influence the emotional experience of the client. In other words, can he make him laugh and smile, or, cry and become annoyed. This metric looks at emotions in the beginning and the end parts of the call.

EXAMPLE 

Let's say that at the start of the conversation client is showing 50% positive emotions. During the call he has a good time talking to you, but at the end you say something offensive or just lose it. He becomes more annoyed and it shows. Now he is only 35% positive and it's the last 30 seconds of the call. This means there is -15% emotion change in clients voice.

The calculation is: 35% minus 50% equals -15% client's emotion change. 

Helpful

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Client laughter

This metric shows how many times has the client laughed during the conversation. Every time there is a burst of laughter it is counted as a single event.

Laughter moment also includes high-intensity positivity or audible relief transitions. In other words sudden exhalations, high pitch moments. 

EXAMPLE

During a conversation, there are 5 times the client reacted to something funny said by the agent or started jokes himself. As he laughed the AI notes the voice pattern and counts it as a laughter moment. 

Helpful

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Conversation count

This metric shows how many sales conversations have been made by the agent. The general rule of thumb is to have at least 10-30 conversations to use report view analysis in a meaningful way. More conversations will improve the report's usefulness as the patterns will be more visible. 

 

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Dominant / Angry voice (first 45sec)

The beginning of the conversation plays a great role for setting the tone for the whole conversation. The First impression Dominant voice metric shows what tone the conversation has been started with from the agent’s side on average or in other words - how much does the agent's voice sound Dominant in the first 45 seconds. 

Note - The Dominant voice in the begining of the call can also appear if the agent is being highly enthusiastic with a louder tone than ususal as it can trigger dominant tone.

Helpful

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Dominant / Angry voice agent

The tone of voice in which a person expresses themselves can have a great impact on the result of the conversation, thus the Dominant or Angry tone of voice metric shows on average how big or small part of the conversation the agent has been speaking in a dominant tone of voice.

This metric is analysed for both the agent and the client and can bee seen in the reports view. 

Note - the Dominant tone of voice can be detected from a very high energy voice even if it is relatively positive, but very persistent for a long period of time.

Helpful

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Dominant / Angry voice client

The tone of voice in which a person expresses themselves can have a great impact on the result of the conversation, thus the Dominant or Angry tone of voice metric shows on average how big or small part of the conversation a client has been speaking in a dominant tone of voice.

This metric is analysed for both the agent and the client and can bee seen in the reports view. 

Note - the Dominant tone of voice can be detected from a very high energy voice even if it is relatively positive, but very persistent for a long period of time.

Helpful

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Emphatic / Sad voice (first 45sec)

The beginning of the conversation plays a great role for setting the tone for the whole conversation. The First impression Empathic or Sad voice metric shows what tone the conversation has been started with from the agent’s side on average. 

Take a look - is this metric getting over 20%? Maybe you should check in on the agent if they are not getting too overworked or tired :)

Helpful

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Emphatic / Sad voice agent

The tone of voice in which a person expresses themselves can have a great impact on the result of the conversation. The Empathic or Sad tone of voice metric shows on average how big or small part of the conversation a person has been speaking in a empathic tone of voice. This metric is analysed for both the agent and the client and can bee seen in the reports view. 

Take a look - do these metrics look similar for both client and agent in a specific call? This might give an indication whether the agent has adjusted to the client’s emotions or not.

Helpful

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Emphatic / Sad voice client

The Empathic or Sad tone of voice metric shows on average how big or small part of the conversation a client has been speaking in a empathic tone of voice. On client side this metric can also indicate a tired or bored client engagement, therefore it is important to notice if these emotions are mirrored in specific situations.
Take a look - do these metrics look similar for both client and agent in a specific call? This might give an indication whether the agent has adjusted to the client’s emotions or not.

Helpful

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Energetic / Happy voice (first 45sec)

The beginning of the conversation plays a great role for setting the tone for the whole conversation. The First impression Energetic or Happy voice metric shows what tone the conversation has been started with from the agent’s side on average. 

Take a look - does this correlate with the overall tone of voice for the conversation?

Helpful

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Energetic / Happy voice agent

The tone of voice in which a person expresses themselves can have a great impact on the result of the conversation. The Energetic or Happy tone of voice metric shows on average how big or small part of the conversation the agent has been speaking in a pleasant and energetic tone of voice.

 

This metric is analysed for both the agent and the client and can bee seen in the reports view.

Helpful

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Energetic / Happy voice client

The tone of voice in which a person expresses themselves can have a great impact on the result of the conversation. The Energetic or Happy tone of voice metric shows on average how big or small part of the conversation a client has been speaking in a pleasant and energetic tone of voice.

 

This metric is analysed for both the agent and the client and can bee seen in the reports view.

Helpful

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Fast speaking

The Fast speaking marker is activated based on the pace of the speech for the agent. It indicates in which moments the agent has been in a hurry or under some more stress that theu have started talking faster than usual. 

The Fast speaking metric gathers the data about all conversations and shows in how many % of all agent's calls this marker has been activated. We want to reach a conversatrion where both sides can clearly understand what is said, thus too fast speech can become a challenge for the client to grasp all the information that is provided.

Take a look - if this marker starts showing up regularly and gets over 40% of all calls maybe it is time to check in with some specific calls and help agent to notice moments where they tend to get in a hurry and give some sugegstions on how to bring the pace down. 

Helpful

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Longest monologue

The Longest monologue is a fast way to see what is the longest you speak in a conversation without stopping. It is important to understand when you are speaking too long, what are you saying in the long monologue, and how often that happens.

 

EXAMPLE 

If you have 5 minutes long conversation and you end up having a good exchange of words, but then you start to pitch the product and end up speaking for 1:30 minutes, that is 25% of the conversation. In that time you were speaking without any pauses or ways to produce a response from the client. 

A rule of thumb to know is that people can listen intently for up to 30-40 seconds, after that they start to forget what you said and lose focus. 

Helpful

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Patience

Use the Patience metric to improve sales by taking longer pauses after the client finishes speaking. This means you are giving more space for his words to linger. 

EXAMPLE

For instance, a speech can consists of short pause 0.15 seconds, medium 0.50 seconds, and long 1.50 seconds pauses. What fits your pitch and conversation style is depending on your preferences, but the general rule of thumb is to have medium to long pauses to create a more powerful conversation. 

Helpful

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Rating

This metric takes the average of your companies internal evaluation for the calls according to 5 stars that can be evaluated in each conversation inside Pitch Patterns call analysis.

Helpful

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Talking ratio

Talking ratio metric shows on average how large part of the conversation does the agent talk and how much the agent listens.

Take a look - these ratios will definitely change for different lengths of conversations. Try filtering out conversations below a minute or above 3, 5 or even 30 minutes to see how this ratio changes based on the length of the call to see if there is a trend to not only speak, but also listen in the calls.

Helpful

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Talking ratio (first 45sec)

The beginning of the conversation plays a great role for setting the dynamic of the whole conversation. The Talking ratio in the first impression metric shows in what dynamic has the call started with. Has the agent engaged the client already from the first parts of the call?

 

Take a look - does this correlate with the overall tone of voice for the conversation? You might find interesting correlations here.

Helpful

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Time in Pitch Patterns (h)

This metric shows how much time is the user actively spending in the Pitch Patterns system. 

Helpful

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Too little patience

Too little patience marker is triggered if the agent has interrupted the client in a conversation. Therefore the metric of too little patience shows in how many % of the calls this marker has been detected.

Take a look - if the metric shows that over 40% of the calls the agent has been interrupting the customer, see in calls what happens in those situations and what can this agent learn for the future! Listening patiently is a tough skill to learn.

Helpful

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