Forethought Voice Insights

Voice Insights gives you a clear view of how your AI voice agent is performing. It helps you track its interactions, see what’s working, and find areas for improvement.

Where to find it?

You can find it by navigating to Solve > Solve Insights > Conversations > Voice.

Conversations

In the upper left of the screen, you'll find a Conversations Card displaying the number of deflected and non-deflected conversations.

• Deflection: A conversation is considered deflected when the AI voice agent resolves the caller’s issue without human intervention.
• Non-deflection: If the AI voice agent cannot resolve the issue and requires a human agent’s assistance, the conversation is marked as not deflected.

Sentiment

Sentiment reflects how a caller feels after interacting with the AI voice agent. It is classified into three types:

• Negative sentiment – The caller is unhappy, frustrated, or dissatisfied. (e.g., "This was a waste of time.")
• Neutral sentiment – The caller feels indifferent or has no strong emotions about the interaction. (e.g., "It was okay.")
• Positive sentiment – The caller is satisfied, happy, or pleased. (e.g., "That was really helpful!")

Data Table

The data table contains four columns:

1. Timestamp – Indicates the date and time when the conversation started. Click the arrow to sort conversations in ascending or descending order.
2. Conversation – Contains the transcript of past phone conversations. Click a chat to view details:
   • Chat ID – A unique identifier assigned to each conversation.
   • Deflection Status – Indicates whether the conversation was deflected or not deflected. 
   • Creation Time – The timestamp when the phone call was initiated.
   • Call Length – The duration of the call conversation.
   • Caller Ending Sentiment – An analysis of the caller’s sentiment at the end of the chat (e.g., positive, neutral, negative).
   • Full Call Transcript – A complete text record of the conversation.
     
3. User Query – Lists all questions asked by the caller during the conversation.
4. Deflected – Indicates whether the conversation was deflected or required human intervention.