Skip to main content

Intelligence module

The Intelligence module groups processed calls by agent and turns call analytics into scorecards, trends, and drill-down views.

The module is available only for accounts with Intelligence access. Contact your Speechlytics representative if the Intelligence navigation or API returns unavailable results.

Agent attribution​

Speechlytics associates a call with an agent using identifying call metadata such as username, local, or agent information imported from a provider. Consistent identifiers are important: formatting the same person differently can create separate agent records.

For direct API submissions, send identity information in the serialized metadata field:

{
  "username": "agent@example.com",
  "local": "1001",
  "remote": "+15551234567",
  "externalId": "provider-call-42"
}

Intelligence overview​

The list view provides:

  • agent identity and call counts;
  • average analytics score;
  • positive-sentiment and risk indicators;
  • date, name, username, phone, and account filtering where applicable;
  • direct access to the detailed agent scorecard.

Analytics are generated from calls in the selected period. Agents without attributed, processed calls do not contribute to the result.

Agent scorecard​

The detailed view can include:

  • headline score and sentiment tiles;
  • a performance radar chart;
  • strengths and improvement areas;
  • sentiment, emotion, topic, and knowledge insights;
  • recent call history;
  • Sales-specific business impact and opportunity measures; or
  • Customer Support issue, urgency, resolution, follow-up, and retention measures.

The account's analysis profile determines which business-specific fields appear. See Agent details for field meanings.

API​

Use the authenticated Intelligence endpoints:

GET /api/v1/intelligence
GET /api/v1/intelligence/id?id={agentId}&from={date}&to={date}

The collection endpoint supports pagination and identity filters. The detail endpoint returns statistics for one agent in a date range. Access remains tenant-scoped even when an agent ID is known.

See the API reference for the exact request and response schema.

Troubleshooting​

SymptomLikely explanation
Intelligence is not visibleThe capability is not available for the account.
An agent has no callsSubmitted or imported calls did not contain a matching identity.
The same person appears twiceTheir calls used inconsistent username, phone, or local identifiers.
A scorecard is sparseSome analytics were not available on calls in the selected period.
Sales and support labels differThe account uses a different analysis profile.