Call Monitoring, Analytics, and Optimization

This Module explores how you can monitor and analyze your calls made with Bland.

IN THIS MODULE YOU WILL LEARN

  • Gain instant insights about your call campaign performance

  • View latency and performance details

  • Identify and flag any issues occurring on individual calls

  • Determine overall infrastructure performance and ensure the quality of call experience for all of your users

Lesson 1

Mechanics of Call Monitoring

Once you have built and tested your conversational pathways, it’s time to start having your agents call real people.

Despite all of the benefits of fine-tuning and testing your own pathways, incorporating live data is essential to maximizing the performance of your call agent. .

Introducing Bland Analytics

Bland has created a suite of logging and analytics tools to help you stay on top of campaign performance and make decisions to improve your agents.

Here are a few things you’ll be able to do after mastering the Bland Analytics suite:

  • Gain instant insights about your call campaign performance

  • View latency and performance details

  • Identify and flag any issues occurring on individual calls

  • Determine overall infrastructure performance and ensure the quality of call experience for all of your users

Batch Call Analysis

Reference: https://docs.bland.ai/api-v1/get/batches-id-analysis 

In a production environment, your development team will likely be scheduling large batches of calls for your Bland agents to perform.  


The basics of batch call analysis have been covered in Module 4. Here are a few ways to use the AI call analysis feature to assess the quality of your calls.

Sentiment Analysis

Bland’s AI analysis models are adept at reviewing transcripts to uncover the sentiment of call participants. You will be able to learn about the general tone of the call by posing questions like these:

["Was the client satisfied with the resolution of this call?", "boolean"] 

["Was the caller frustrated with the information provided by the Agent at any time?", "string"]

["Did the customer have to repeat themselves multiple times?", "boolean"] 

["Was the prospect happy to hear from our Agent? What was their reaction?", "string"] 

Information (Results) Extraction

With the right questions, you should also be able to generate statistical responses about the results of the calls, beyond just call times and successful answers.

["Did the customer confirm the agent resolved their issue?", "boolean"]

["Was the call escalated to live support?", "boolean"]

Inbound Call Analysis

You can use this same functionality for inbound call processing. Add an analysis schema to your inbound call numbers in your Bland settings. Once completed, Bland will analyze all incoming call transcripts automatically based on the schema you provide. Results will be visible in your “Call Analysis” tab. 

NEXT

Introduction to Analytics

Introduction to Analytics

Introduction to Analytics

Table of contents▼
    Scroll to top