Analytics | Transcribed Call Count & Trend dashboard

The Analytics | Transcribed Call Count & Trend dashboard provides a high-level view of transcription activity across the contact center. It shows the count of contacts where transcription phrase hits were detected, trended over time, and broken down by group, team, and agent. It is designed to give administrators and operations managers visibility into transcription coverage and activity levels.

This dashboard is designed for Operations Managers and Analytics Administrators who need a regular view of transcription coverage and phrase detection activity. It is a monitoring tool rather than a deep analytics tool — use the phrase-specific Analytics dashboards for content analysis.

Questions this dashboard helps answer:

How many contacts have transcription phrase hits and how is this trending over time?
How is transcription activity distributed across groups and teams?
Which agents have the most contacts with phrase hits?
How many unique phrases are being detected per agent?

Prerequisites

You have the Insights Reader license.
You must have access to Insights dashboards with permission to view Analytics data.
You must have access to the Transcription Phrase Usage dataset.
Transcription must be enabled and contacts must have been processed for phrase data to appear.

Page location

Insights > Dashboards > Analytics | Transcribed Call Count & Trend

Dashboard layout

The dashboard contains a single sheet with two visuals: a line chart showing the count of contacts with transcription phrase hits over time, and a pivot table breaking down contacts and unique phrases by group, team, and agent.

Controls and filters

This dashboard does not include user-facing filter controls. Data scope is determined by the underlying Transcription Phrase Usage dataset and the user’s access permissions.

Key metrics

Metric	Definition	How to use it
# Contacts with Transcription Phrase Hits (line chart)	The count of unique contacts where at least one transcription phrase was detected, trended over time (Contact Start Time).	Use to monitor transcription activity levels over time. A sudden drop may indicate a transcription pipeline issue; a gradual increase reflects growth in transcribed contact volume.
Contacts with Phrase Hits (pivot table)	A pivot table showing the count of contacts with phrase hits broken down by Group, Team, and Agent.	Identify which teams and agents have the highest transcription coverage. Uneven distribution may indicate some teams are not being transcribed as expected.
Unique Phrases (pivot table)	The count of unique phrases detected per agent in the pivot table.	Use to understand the breadth of phrase detection per agent. Agents with very few unique phrases may be operating in a narrow interaction type.

Data notes

Data is sourced from the Transcription Phrase Usage dataset.
A contact is counted once regardless of how many phrase hits it contains.
This dashboard shows coverage and volume only — for phrase content analysis see Analytics | Cross-Tab Phrase Intersections or Analytics | Contact Center Quality.