Cloud Edition See On-Premise Edition →

Natalia Analytics glossary

Name: Natalia
Author: Natalia

The terms of the Cloud edition, from the source of a conversation to Trends. Each term has its own anchor.

Alcatel telephony terms (CDR, OXE, OXO, PBX) are in the On-Premise edition glossary.

Sources

Term	Definition
Exchange source	Where the conversations to analyse come from: Existing telephony (recordings synchronised from your telephony account) or Imported recordings (WAV or MP3 files you add). Each source is filed under an agent, which does not answer there.
Synchronisation	The periodic retrieval of the recordings of your telephony account, daily by default. It can be active or paused.
Followed line	A line of your telephony account chosen for synchronisation. Its first pass sets the starting point without importing anything; the next passes import the newer recordings. Its last failure is named: keys refused, line not found, provider unavailable, import failed.
Refused recording	A recording the import rules refuse (call date missing or unreadable, audio unreadable or too large). It is listed on its line with the refused fields, and never replayed.
Transcription	The conversion of a recording into a text split by speaker. A failed transcription keeps the recording and can be relaunched from the conversation page.

Analysis

Term	Definition
Analysis grid	What you want to learn from your conversations: criteria scored from 1 to 5, described categories, labels, a summary instruction and information to extract. Each change creates a new version, cited by the results it produced. With the Analysis option, a standard grid is ready from the start. It covers every conversation no other grid covers, can be changed and cannot be deleted.
Assignment	The link between an analysis grid and a contact point. It makes the next finished conversations of the contact point analysed. When it is written, a first analysis takes the conversations ended in the last 30 days and never analysed, 200 at most; older ones are reached by a reanalysis.
Reanalysis	Applying a grid again to the finished conversations of a period that it covers, after a change for example. It is debited from the Analysis option like any analysis, can be stopped between two conversations, and keeps the previous analysis until the new one replaces it. Your team's corrections stay in force.
Conversation analysis	The result of a conversation against its grid: summary, categories, score per criterion with its justification, extracted information, labels and next steps. It runs automatically at the end of a conversation; a failure is shown with its reason.
Label	A tag of the grid that the analysis puts on a conversation. A label outside the grid is discarded.
Analysis correction	The summary and categories revised by hand on an analysed conversation. They prevail everywhere and survive a new analysis.
Criterion correction	A score given by hand to a criterion, with its reason. It replaces the model's score in the conversation score and in Trends, and is kept in a log that downloads as CSV.
Classification rule	An instruction of the organisation, 300 characters at most, aimed at a category and given priority by every analysis.

Trends

Term	Definition
Agent cost	The value of an agent's time on a conversation: its duration multiplied by the organisation's loaded hourly rate. It is recalculated at the current rate on every read.
Summary	What the analysed conversations of a category say, kept up to date by category: patterns and recommendations. A summary outlives the purge of its sources and stores no transcript excerpt.
Pattern	A concrete reason for calling within a category, with a rephrased example and the number of conversations that bear it.
Recommendation	An action proposed by a summary to reduce the calls of a category, with its reason.
Improvement	A business measure put in place on a category at a given date. Natalia compares the weekly agent time of the category before (the 56 days before the measure) and since. These are estimates, with no guaranteed causality.

Organisation and data

Term	Definition
Organisation	The workspace of a client or an agency: its members, sources, grids, conversations and hourly rate. Data never crosses from one organisation to another.
Group	An organisation to which agencies are attached. A member of the group reads the activity of its agencies; changes stay on each agency.
Client referential	The list of your clients imported from a CSV or Excel file, joined to conversations by phone number.
Retention	The conversation retention period, in days and per organisation. A daily purge deletes what exceeds it.

Agents and actions

Term	Definition
Contact point	How your customers reach an agent: a phone number, a WhatsApp number, the web chat. Each one belongs to a single agent and is set from its page.
Action	What an agent can do during a conversation: call a web service, transfer a call, search your documents, send a WhatsApp message. The "Document search" action makes it look for its answers in a website or in the documents you upload.
Sitemap	The list of pages a site publishes for search engines. The "Document search" action reads the pages it lists; a page it does not list is added by hand, under "Additional pages to read".
Variable	A piece of information an action passes on, written {{name}} in its fields. A contact point supplies it, such as the person's number, or the agent gets it during the exchange.

Trying an agent

Term	Definition
Test mode	The way to try an agent in writing, in the console, with its instructions as they are written, saved or not. The trial creates no conversation and does not count in the plan; actions are simulated.
Live mode	The way to try an agent through one of its real contact points. The trial is a real conversation: it shows in Conversations, counts in the plan, and actions run.
Simulated action	An action the agent chooses in test mode, shown before its answer but never sent. Unfolded, it shows the request that would leave and where each variable comes from.

Subscription

Term	Definition
Plan	A line of the organisation's subscription: the calls plan, the messages plan or the Chat plan. It gives a monthly volume, shown as a gauge on the Subscription page. Beyond it, overage is billed, except on the messages plan.
Analysis option	A line of the subscription beside the plans: a monthly volume of analysed conversation minutes, wherever the conversations come from.
Spending cap	The maximum overage the organisation accepts to pay over one period of its subscription. Once it is reached, its agents take no new conversation until an administrator raises it, or until the renewal.