You must have a user account to use Awaken Conversations. Users need to signup by contacting Support@awaken.io to request an account. You will receive a confirmation email with a link to Awaken Conversations after your account has been approved by an administrator. The standard authentication method uses a Awaken Conversations specific user name and password, once you have signed up to the system you will have access to all the features of conversations.

 

The following image shows the menu options at the top of your Awaken Conversations screen. These menu options provide quick access to the screens that you can use to examine, analyse, and upload data.

 

 

The data that is processed and analysed by Conversations is organised as follows. Access any of these from the top left of the screen:

On the Dashboard, choose Overview from the submenu to view a graph of call information over time, and determine patterns in your call data.

Awaken Conversations provides several ways to examine data that has already processed.

 

 

1 - Select the company, Organisation, and folder to view, then choose Overview from the submenu (the folder splits are in the top left of the application)

2 - Select the date range for the Overview. This defines the horizontal axis of the graph. Choose one of these options:

 

Last Month Overview - If there is data in the last month, the graph will display that date range by default. The number of calendar days that are considered part of this range will vary based on the length of the current month. The date picker contains a quick link to return to this view after exiting.

 

Calendar month - If there is no data in the last month, by default the graph will display the last calendar month with data. The date picker enables you to select any calendar month. To help you identify months containing data, days with data are displayed with enlarged numbers.

 

3 - Select options from across the top of the graph to use different types to view your data. Select from:

 

 

Depending on the Overview drop down option selected, either a Call Statistics or Daily Charts section is shown below the Overview chart.

The default view displays information for the following time periods: Today, Yesterday, 7 day average., and last month. For the last month average, the date range is displayed. If a specific calendar month is selected, then selected month and year are displayed.

 

Daily Charts shows different visualisations based on the selected section.

Here is the Call Duration Daily Charts:

 

 

 

 

The Overview chart can be clicked to display the daily call breakdown. Daily Charts include a histogram of calls by call duration and emotion and also duration by percentage of overall calls. Emotion is broken down into four groups: Positive, Improving, Negative, and Worsening. Each call falls into one emotion group. Clicking on the Daily Chart graphs will trigger a search in the Files view below.

 

 

The Overview chart can be clicked to display the daily agent emotional state. Daily Charts include average call duration by emotion and percentage of calls of a given emotion. Clicking on the Daily Chart graphs will trigger a search in the Files view below. Emotion values include:

 

 

 

The Overview chart can be clicked to display the daily client emotional state. Daily Charts include average call duration by emotion and percentage of calls of a given emotion. Clicking on the Daily Chart graphs will trigger a search in the Files view below. Emotion values include: