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Getting Started
Quick Start Guide
Get up and running with the PTI platform in just 5 minutes.
Video Tutorials
Watch step-by-step video tutorials for all major features.
Welcome to PTI Call Analysis Platform
The PTI Call Analysis Platform is a comprehensive solution for analyzing customer calls, extracting insights, and improving customer service quality. This help system will guide you through all features and functionality.
Key Features Overview
- • Call Transcription: Automatic transcription with PII redaction
- • Sentiment Analysis: AI-powered sentiment detection and scoring
- • Topic Modeling: Automatic categorization of call topics
- • Intelligent Chatbot: AI-powered question answering
- • Analytics Dashboard: Real-time insights and reporting
- • Multi-Department Support: Role-based access control
Dashboard
The dashboard provides a comprehensive overview of your call analysis data with key metrics and insights.
Quick Actions
- • Upload new call data
- • View recent activity
- • Access chatbot
- • View analytics
Key Metrics
- • Total calls processed
- • Average sentiment score
- • Processing status
- • Department breakdown
Uploading Data
Excel Files
.xlsx, .xls
CSV Files
.csv
Audio Files
.mp3, .wav, .m4a
Select Files
Choose your files using the upload interface or drag and drop.
Configure Settings
Set department, external visibility, and other options.
Upload & Process
Files are uploaded and automatically processed for analysis.
Chatbot
AI-Powered Responses
The chatbot uses advanced AI to understand your questions and provide relevant answers from your call data.
- • Natural language processing
- • Context-aware responses
- • Multi-turn conversations
Chat Management
Organize your conversations with folders, search, and export capabilities.
- • Create folders for topics
- • Search conversation history
- • Export chat transcripts
Pro Tips
- Be specific: "Show me calls about billing issues in January" works better than "show me calls"
- Use natural language: Ask questions as you would to a human assistant
- Ask follow-up questions: The chatbot remembers context from your conversation
- Use the "Fix this Answer" feature: Help improve responses by providing feedback
Analytics
The analytics section provides comprehensive insights into your call data with various visualization options.
Trends
Track metrics over time
Sentiment
Analyze customer sentiment
Topics
Discover common topics
User Management
Super Admin
Full system access including system configuration and AWS monitoring
Admin
User management, system monitoring, and advanced features
Internal User
Basic access to department-specific data and chat features
Troubleshooting
Upload Failed
File upload is not working or timing out.
- • Check file size (max 100MB)
- • Verify file format is supported
- • Check your internet connection
- • Try refreshing the page
Chatbot Not Responding
The chatbot is not providing responses.
- • Wait a few seconds for processing
- • Check if you have data uploaded
- • Try rephrasing your question
- • Refresh the chat interface
Data Not Visible
Uploaded data is not appearing in analytics.
- • Check processing status
- • Verify department permissions
- • Allow time for processing
- • Contact support if persistent
Frequently Asked Questions
Processing time depends on file size and type. Excel files typically process in 1-2 minutes, while audio files can take 5-10 minutes per hour of audio. You can monitor progress in the status page.
Access is controlled by your user role and department assignments. Internal users see only their department data, while admins can view data across departments. Contact your administrator to request additional access.
Yes, all data is encrypted in transit and at rest. PII is automatically detected and redacted in transcriptions. The system follows enterprise security best practices with role-based access control and audit logging.
Data can be exported from the analytics section in CSV or Excel format. Chat conversations can be exported from the chat interface. Use the export buttons in the respective sections to download your data.