View which calls met a Voice Signal in the Calls Detail Report, then drill into Signal Viewer to see exactly which conditions were met.
Calls Detail Report
When you create a Signal, a new column with the Signal name appears in reporting. A gray “X” indicates the Signal wasn’t met; a checkmark indicates it was met. Exporting shows a checkmark as “1.” Once met, click into the checkmark to open Signal Viewer and see the Signal conditions met on that call. For all calls where a Signal is enabled — even non-recorded calls — dots on the call recording show where spoken phrases occurred and which party spoke. Signal Viewer shows conditions set by spoken phrases, voice data, and custom rules from Signal Builder, and always displays the conditions met specific to that call — changes made afterward aren’t reflected. Use the filter below the date selector to limit calls to only those where the Signal was met. To evaluate calls, click “Spoken phrases” in the Recording column. For Voice Signals, all words from all IVRs (including Invoca’s own) are used when reporting.Recommendations
- If call recording is on, listen to existing calls to evaluate potential keywords and phrases upfront for more accurate results.
- If recording is off, create a transcript and make test calls to confirm Signals work as intended.
- Adjust keywords or phrases if results are inaccurate. Eliminate keywords that come up regardless of high intent — for example, for ready-to-purchase intent, look for action or intent words near the end of a call rather than a product name, since “credit card” is often a good indicator.