U-Analyze Tutorial (Generic)
Introduction
This document provides step-by-step instructions designed to guide newly onboarded customers through uploading and processing an audio call using the U-Analyze platform. It includes setup details, accessing conversations, and viewing analytics through dashboards.
Note
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Getting Started
Upon onboarding, you should have received a welcome email containing:
A video tutorial walking you through the setup and use of the U-Analyze application.
Three sets of user credentials, each for a different role: Admin, QA (Quality Assurance), and Analyst (Business Analyst), along with the URL for accessing your application.
Separate credentials for the audio file uploading utility and the URL for accessing it (audioupload-in.uniphore.com), along with some sample audio files.
Initial Setup and Configuration
The application is preconfigured with default settings to accelerate the setup process. This setup includes a default organization, predefined categories, essential business rules, a trial Tableau license, and a pre-created Agent Performance dashboard. The system is configured to process English calls initially. Customers are encouraged to contact the support team for assistance with other languages.
User Credentials
Each role is responsible for specific tasks within the U-Analyze platform:
Admin: Sets up the organization, categories, and file management system.
QA: Reviews processed calls and manages assessments/evaluations.
Analyst: Creates business goals, establishes business rules, and designs scorecards.
High-Level Overview of Call Processing
Below is a table outlining which user role performs each step in the process:
Step | Task | Responsible User |
|---|---|---|
1 | Login | Admin |
2 | Set up organization | Admin |
3 | Set up categories | Admin |
4 | System Management (File Collection) | Admin |
5 | Create business goals | Analyst |
6 | Establish business rules | Analyst |
7 | Create scorecards | Analyst |
8 | Upload and process calls | Analyst |
9 | Review processed calls | QA |
10 | Review dashboards | QA, Analyst |
Step 1: Login as Admin
Open your web browser and enter the provided application URL to navigate to the login page.
Enter the admin username and password.
Click the "Sign In" button to start setting up the system.
Step 2: Define Organization
On the Homepage, click the "Organization & Category Management" pane.
The "Set up Entities" window appears. Click "Create".
In the Client field, enter the name of the client.
In the Organization field, enter "Defaultorganization".
In the Domain field, select "Default" from the drop-down list.
Click the Next button to save the data and move to the "Define Category" screen.
Additional Instructions for defining your organization setup can be found here.
Step 3: Define Category
Enter "Default_Cat" in the Category field, select "Stereo" as the Audio File Type.
Enable Sentiment Analysis and select the appropriate evaluation and transcription engines.
Set the language preferences for the agent and customer, then save the category.
Additional Instructions for setting up your category setup can be found here.
Step 4: System Management (File Collection)
On the Homepage, click the "System Management" pane.
Select the "File Collection" tab at the top of the screen. The File Collection page displays a list of file collector configuration details.
The default Host Name is displayed.
In the Organization field, select "DefaultOrganization" from the drop-down list.
In the Category field, select "Default_Cat" from the drop-down list. The Audio file type "Stereo" will be automatically displayed based on the category selection.
In the Relative Source Folder field, the default folder name where the audio files are placed is displayed.
In the Relative Destination Path field, the default folder name where the audio files are placed after completing the file collection process is displayed.
In the Relative Failed Folder field, the default folder name where the audio files that fail in the file collection process are placed is displayed.
In the Concurrent File Transfer field, enter '1' (the number of audio files to be processed in parallel in the file collection process).
In the Growing File Check Duration field, enter '5000' (the time in milliseconds (ms) to check whether the files are moved into the File Collector folder).
In the File Name Regex field, enter ^(.*?)_(.*?)_(.*?)_(.*?).wav$.
In the Sample File Name field, enter 123_re123_Agent_03-12-2024.
In the Date Format field, enter dd-MM-yy.
In the Set Format field, align the file name with the format:
123 – CallId
re123 – CommonCRMId
Agent – Channel
03-12-2024 – StartedDate
Click the Add File Collection button to save and add the File Collection.
Click the Add File Collection button to save and add the File Collection.Additional Instructions for setting up your file collection setup can be found here.
Step 5-7: Login as a Business Analyst (BA)
When you log in as a BA, you will be presented with two main tabs: "Business Evaluators" and "Data Analytics." Click on "Business Evaluators" to access options for creating, importing, or reviewing Business Evaluators.
Business Evaluators serve as the framework for defining business goals, establishing business rules, and designing scorecards. You can create a new Business Evaluator from scratch, import one from another U-Analyze system, or review and update an existing one. The system comes preconfigured with Business Evaluators, which you can review and modify as needed.
More about Business Evaluators
This feature allows analysts to review and edit the Business Evaluator configuration. It is particularly useful for examining existing settings and making necessary adjustments.
Access Review Mode:
From the "Configure Business Evaluators" window, click "Review".
Navigate to Category:
The "Default_Cat" screen appears.
Select Business Goals:
Choose "APS and CX" to open the Define Business Goal page.
Review Rule Hierarchy:
Click on the "Define Rule Hierarchy" tab and examine the hierarchy to ensure it aligns with your business objectives.
Review and Select Scores:
Click on the "Define Score" tab.
Select and review the following scores:
"Compliance and Adherence Score"
"Customer Satisfaction Score"
Step 8: Upload and Process Calls
This step is handled outside the U-Analyze system using a separate application. Follow the instructions below to upload calls and the associated metadata:
Go to the URL:
https://audioupload-us.uniphore.com/ - for customers in United States region.
https://audioupload-in.uniphore.com/ - for customers in India region.
https://audioupload-sg.uniphore.com/ - for customers in JAPAC region (except India).
https://audioupload-anz.uniphore.com/ - for customers in Australia and New Zealand region.
Note
This audio upload tool is intended for tutorial purposes and will not be utilized for the routine handling of audio calls.
Use your email address and the default password that is shared with you in the email.
Upon logging in for the first time, the system will prompt you to change the password.
Download a sample CSV Excel file and complete the required call metadata for media files. Ensure that the audio file name in the CSV file matches the media file name.
The first worksheet contains field names and descriptions.
The second worksheet contains the CSV fields and default values.
Click the Media Files Upload button, browse and select one or more media files.
Click or Drag to upload the completed CSV file with metadata and media file.
Select the language of the media files.
Select the agent channel in the media file.
Click the upload button to upload media and CSV files and push calls to the U-Analyze.
The system displays the progress of each media file upload and a message with the number of calls pushed to the U-Analyze application.
Step 9: Login as a Quality Analyst (QA)
Login Procedure:
Use the Quality Analyst credentials to log in.
Initial Landing Page:
Upon login, the Quality Analyst lands on the "Contact Audit" page, which comes with pre-set filters tailored for immediate review.
Review Contact Lists:
The Quality Analyst can view lists of voice calls, chats, and emails for specified time periods and selected categories, complete with scores and call metadata.
Interaction Details:
Select the Contact Id to delve into the details of a specific interaction.
In the interaction details screen, you can view Scores, Feedback, Agent and Customer Talk Time, Customer Sentiment, the Audio Panel, Business Rules/Alerts, Keyphrases, Metadata, and a Call Summary of the specific conversation.
Dashboard Navigation:
Click on the "Dashboard" to view details on the Agent and Call Metadata.
Category Selection:
To explore details of other categories, select the desired category from the drop-down list.
Additional Resources:
For an in-depth understanding of conversation analysis, refer to the Contact Audit documentation.
Step 10: Review Dashboards and Reports
Access dashboards to analyze the data collected from conversation.
To review performance dashboards:
Login as an Agent and select Dashboard from the top menu to view Average Score of the calls handled by Agent, Average Score Trend and True BR% Hits for positive and negative score components for the specified date range. For more details, refer to Agent Dashboard article in the Help Center.
Login as a Quality Analyst and select the Dashboard tab from the top menu to view the Agent and Call Metadata details, . For more details refer to Quality Analyst Dashboard article in the Help Center.
Login as an Analyst to access comprehensive set of reports that provide a detailed and drill-down analysis of conversations. The reports are categorized into: