Speech Intelligence

Introduction

The Sanas Portal brings together everything you need to understand how your organization is using Sanas — from overall license consumption and user adoption, to granular usage patterns by product and group, to the quality and compliance of individual customer conversations. The Speech Intelligence page gives you a complete picture: how many people are using Sanas, how much they are using it, and how well those conversations are going.

Speech Intelligence Page: Interactive Dashboard

The Speech Intelligence (SI) page is the admin console for Sanas Speech Intelligence in the Sanas Portal, giving admins and compliance teams a central view of call analytics, live tracking, call history, and compliance alerts. It includes:

Dashboard — Overview of Sanas utilization, call activity, and key metrics.
Live Tracking — Real-time view of active calls, with live transcripts (PII auto-redacted), compliance alerts, and ongoing activity.
Call History — Historical log of all calls, with details, AI-generated insights, and PII-redacted transcripts.
Compliance Alerts — Real-time alerts across active and completed calls.

Dashboard

The Dashboard section provides a consolidated view of Speech Intelligence insights, including Sanas utilization, call activity, and alerts and performance metrics, for an entire account or a selected group, and can be filtered down to an individual Sanas App user within a specified time range.

Metric	Description
Total Calls	Total number of calls made by the Sanas App users in the selected time period.
Average Conversation	Average call duration across all calls in the selected time period.
Sanas Utilization	The total duration Sanas was active relative to the overall calling duration.
Unique Engaged Users	The count or number of users that utilized Sanas products during a call.
Total Alerts	Total number of compliance alerts detected across all calls in the selected account or group.
Alert Breakdown	A counter of actions taken by administrators and compliance teams in response to detected compliance alerts. Pending — No action has been taken yet. Acknowledged — The alert has been reviewed by the account management or compliance team. Flagged — The alert has been reviewed and may require further action by the account management or compliance team, such as coaching the agent or implementing other appropriate corrective measures. Dismissed — The alert has been reviewed and determined to be invalid, or no further action is required.
Conversation Time Split	Average user vs. customer talk time. The breakdown is: User — Percentage (%) of call time during which the Sanas App user is speaking. Customer — Percentage (%) of call time during which the call recipient is speaking.
Alert Types	A list of compliance alerts by alert type, including the total count and percentage (%) of each type. The list varies depending on client needs or preferences.
Average Call Count	A graphical representation of the average number of calls per hour.
Average Conversation Duration	A graphical representation of the average conversation duration per hour, displayed in minutes and seconds.

Live Tracking

The Live Tracking section provides real-time monitoring of active calls through live transcripts (as indicated by a green dot), with PII automatically redacted before being displayed to admins. It also shows agent details, the call duration, last utterance, overall call sentiment using emojis, and a running alert count as potential compliance issues are detected.

As soon as a call starts and Speech Intelligence is leveraged, a tile appears in the Live Tracking section, showing the following components:

Tile Component	Description
Name	Agent or App User name.
User ID	Unique user identifier.
Group ID	Unique group identifier where the user belongs to.
Call Sentiment Phasing	A dynamic indicator that displays the call's overall mood as it progresses using up to five emojis, allowing admins to quickly assess the call's sentiment without opening the live transcript.
Live Transcript	A real-time text transcript of the conversation between the agent and customer that updates as the call progresses, with PII automatically redacted before being displayed to protect sensitive information.
Active Call Timer	Displays the elapsed duration of an ongoing call in real time
Last Utterance	Indicates when the most recent transcript segment was received for the call.
Alert Count	Shows the number of detected compliance alerts as the call progresses.

Call History

The Call History section displays a historical call log of all Sanas App users.

Each entry in the Call History table includes:

Column	Description
Call ID	Auto-generated unique identifier for each call session.
Date & time	Timestamp when the call was initiated.
Duration	Total duration of the call.
Alerts	Number of compliance alerts detected during the call.
User ID	Unique identifier of the Sanas App user.
Name	Name of the Sanas App user.
Group	The group the user is assigned to.
Call Status	Current status of the call: Ongoing or Ended.
Analytics	Processing status of the call insights: In Progress or Completed.

Compliance Alerts

Organized into Statistics and Alerts, the Compliance Alerts section lists all compliance alerts in real-time (as indicated by a green live status dot) triggered across your group's calls during the selected time period.

Statistics

Under the Statistics categorization, the tile components are as follows:

Tile Component	Description
Total Alerts	Total count of alerts within your account or selected group.
Alert Status	Breakdown of the number of alerts by their actionable status.
Total Calls Monitored	Total number of calls automatically monitored within your account or selected group.
Unique Calls Impacted	Number of calls where compliance alerts are detected.
Percentage of Calls with Alerts	Percentage of monitored calls in which at least one compliance alert was detected.

The lower part of the Statistics section provides a detailed breakdown of alert analytics, organized into two views: Time Breakdown and User Breakdown.

Time Breakdown displays alert data by date, including the total number of alerts detected each day. Additional columns represent different types of compliance alerts defined by your organization, with counts displayed only for alert types triggered on a corresponding date.
User Breakdown displays alert data by agent or user within the selected account or group, including the total number of alerts detected across their calls. Additional columns represent your organization's defined compliance alerts, with counts displayed only for the alert types triggered for each agent or user.

Note: These breakdowns are downloadable for reporting and analytics purposes.

Alerts

Under the Alerts categorization, the tile components and table columns are as follows:

Tile Components / Table Columns	Description
Total Alerts	Total count of detected alerts within your account or selected group.
Alert Status Tiles	Dynamic tiles that appear only when alerts are tagged with that status: Pending, Acknowledged, Flagged, and Dismissed.
Alert ID	Auto-generated unique identifier for the compliance alert.
Call ID	Unique identifier for the associated call session.
Alert Type	Category of the compliance alert.
User ID	Unique identifier of the Sanas App user.
Group	User’s assigned group name.
Call Status	Current status of the call: In Progress or Ended.
Alert Status	Current status of the alert: Pending, Flagged, Acknowledged, or Dismissed.
Date & time	Timestamp when the alert was triggered.

A single call can generate multiple Alert IDs. All alerts remain in Pending status until an admin actions them. This data can also be downloaded for reporting and analytics purposes.

Note: For a detailed walkthrough of each SI component, see the Speech Intelligence in Sanas Portal guide.

Support

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Speech Intelligence - Analytics

Introduction