Set view options for Text preview

Customize the Text preview through the View Options in the Text toolbar. The view options are designed to provide context and analytic insights without needing to review the entire interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element.. For example, select a speaker type to view only messages from the customer or the employee, and select the text elements to tag for display in the Text preview.

Procedure

To set options in Text Analytics, select the options from the View Options menu:
1. In the Text preview, point to the upper right to view the toolbar buttons.
2. Click View Options.
3. Set the view options for the interaction preview:
  - Speaker selection: Show messages by customer or by employee.
  - Summary versus full view: Show only snippets from messages that include elements from the current search (the default), or all the messages in the interaction.
  - Text elements and sentiment: Show text elements such as current search, themes Groups of expressions used in Speech and Text Analytics that help users understand what is happening in their calls, without the need to know what to look for in advance., key terms, or sentiment.
To set options in Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. and Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework., select the options from the View Options menu and the Speaker menus on the top of the Text preview panel:
1. To change between standard view and original view, click View Options:
  - Standard View: Show interaction as text.
  - Original View: Show interaction in its raw format. Displays images, GIFs, and Emojis embedded in the interaction.
2. To select whether to show only messages from the employee or only from the customer, click Speaker selection.