Conversation Insights
Bulk-audit call recordings from OmniDimension or external sources and get aggregate quality insights.
Conversation Insights (shown in-product as Call Recording Analysis) audits batches of call recordings. You create an analysis, point it at a source of recordings, and the system transcribes and scores every call, then shows aggregate insights across the whole batch.
Conversation Insights may need to be enabled for your account. Audits are billed per audio minute, with a free allowance shown in the dashboard.
Where to find it
In the dashboard sidebar, open Conversation Insights.
Sources you can audit
You can pull recordings from OmniDimension Voice AI as well as external sources, including Google Drive, direct upload, Tata Tele, Ozonetel, LeadSquared, Genesys Cloud, Five9, and Uniphore.
One-off and scheduled audits
- Audit: a one-time analysis of a batch of recordings.
- Scheduled audit: runs continuously, pulling new recordings from the source on a set interval within a time window.
What you get
Each analysis opens a dashboard with:
- Overview metrics: total calls, total and average duration, average sentiment, and compliance
- A performance breakdown across compliance, operational efficiency, agent behavior, resolution, and customer experience
- A score distribution you can drill into to find low-scoring calls
- An agent leaderboard and per-agent performance
- Recurring failure patterns and voicemail analysis
- Per-call transcripts and an audit assistant you can ask about the results
Use it to see where agents fall short across a whole batch: compliance gaps, recurring problems, per-agent quality, and the specific calls worth reviewing.
Walkthrough: run your first audit
Create an analysis
Open Conversation Insights and create a new analysis. Give it a name.
Choose a source
Pick where the recordings come from: OmniDimension Voice AI, a direct upload, Google Drive, or a connected provider (Tata Tele, Ozonetel, LeadSquared, Genesys Cloud, Five9, Uniphore).
Run once or on a schedule
Run a one-time audit, or set up a scheduled audit that pulls new recordings on an interval within a time window.
Review the results
Open the analysis dashboard: overview metrics, the performance breakdown, the score distribution (drill into the low-scoring range), the agent leaderboard, and recurring failure patterns. Use the audit assistant to ask questions about the results.
Act on it
Pull the low-scoring calls, listen to them, and fix the agent prompt or flow based on the patterns you see.