What is a Summary-Only Conversation?
Summary-only conversations are conversations that provide insight into an audio call without the need for the call to be recorded. Summary-only conversations are created when:
- A user places a call within the ringDNA Communication Hub
- The conversation is not recorded
- A user has a Moments™and Conversation AI license
- Moments™ is transcribing the conversation in real-time
- The user who owns the conversation has Generative Summaries enabled.
License Requirements - To leverage summary-only conversations a user must have both a Moments™ and a Conversation AI license.
What can I do with a Summary-Only Conversation?
A Summary-only conversation is a compliant way to get insights into a conversation without a call being recorded in the first place. The information presented to the user is similar to that of a dual-channel conversation without the ability to play back a conversation or view a transcript as each of those assets do not exist for the conversation.
Related Salesforce Information
Caller details
If a conversation is associated with a lead or contact in Salesforce, a user will be able to see relevant Salesforce information associated with the record. The fields listed are based on the configuration of lead or contact fields by user profile within the revenue admin console.
Activity Details
All conversations managed by Revenue.io have an associated Salesforce activity record based on the seamless integration that we have with Salesforce. Here, users can view relevant task records associated with the activity logged to Salesforce that the conversation is linked to. The fields listed are based on the configuration of activity fields by user profile within the revenue admin console.
Conversation Notes
In the notes section, users can view the associated description for the activity associated with the conversation. Users who own the conversation can edit the notes directly from the page to update Salesforce in real-time whereas non-conversation owners can view notes as read-only text.
Supervisor Notes
The Supervisor Notes field presents insight to reps as to where they can improve. A rep's supervisor can access a recording and add/edit a supervisor note associated with the conversation. Supervisor notes are logged directly to Salesforce for reporting and insights directly within Salesforce.
Metrics
Summary-only conversations provide a view into the behaviors of both a rep and the individual they are interacting with. On the conversation page are a series of metrics that tell the story of engagement and behaviors that drove the outcome of the conversation.
Talk Metrics
- Talk Ratio - Who spent more time speaking on the call?
- Active Listening - How engaged was each participant via active listening?
- Interruptions - How many times did each participant interrupt the other?
- Average Talk Streak - Was the conversation balanced between the two participants?
- Longest Talk Streak - How long were the longest monologues on the call?
- Talk Rates - How fast did each participant speak? Expressed as words per minute.
- Silence - How many times did 4+ seconds of silence occur on the call?
- Vocabulary - How complex is each participant's speech? Expressed as unique words per minute.
Emotion Metrics
- Sentiment - What was each participant's attitude? How did it change as the call went on?
Actions
In addition to playing back a recording via the basic playback experience, users can take actions associated with conversations that they can access.
- Users can share conversations with other Revenue users to draw their attention to key conversations and specific points within them.
- Users can add reviewers to a conversation to ensure that a conversation is reviewed by a Manager or a peer.
- Users can add a conversation to a best practice library so that the conversation is available to others for coaching and to highlight key conversations to learn from.
- If a user has an administration license can delete a conversation to manually get rid of the individual call recording.