Most of the calls in Tethr have multiple audio channels (for example, one for the agent and one for the caller). Occasionally a call may only have one audio channel (known as a "mono audio call").
Participants on mono audio calls can be difficult to identify since they share the same audio channel. While Tethr does its best to identify the different participants on each call, results may not be 100% accurate.
The Mono participant identification filter allows you to define the level of accuracy for which mono calls are returned in the results. This can be especially important when looking for agent or customer specific categories or keywords.
Note: Non-mono (or multi channel) calls are not affected by the Mono participant identification filter.
Elements of the Mono participant identification filter:
- Show all mono calls in results: allows you to see all mono audio calls in your results without filtering.
- Higher participant accuracy: returns mono audio calls that identify the different speakers on the call timeline. An administrator has to manually use the Flip participant feature to flag the call as mono audio. This option will likely return very few calls.
- Moderate participant accuracy: returns mono audio calls where Tethr can identify the different speakers through the transcript content.
- Low participant accuracy: returns mono audio calls that identify the different speakers through the call direction (i.e. inbound, outbound).