When you analyse your Speech Analytics data in the Delacon Portal, you will see that you are able to select a Speech Analytics Profile:
Each analysis is performed under a Profile title which can be identified using the Profile ID. These Profiles allow you to analyse each call from different perspective, using different speech analytics features.
For example, in one Profile, we can analyse the call to identify whether it was related to "converted sales" or not, whereas in another Profile we can identify the "type of product" discussed. Another Profile might be used for analysing sentiment.
These Profiles are configured by Delacon as part of the Speech Analytics set-up process. Please contact your Account Manager to discuss what kinds of Profiles you need to set up.
If you are not yet using Speech Analytics, you can find out more here.