Flags and flag folders overview
Contacts and evaluations can be tagged with one or more flags Tracking mechanism in the Interactions and Analytics application that marks interactions and evaluations, to indicate that these entities need further attention and follow-up actions. (contact The entire communication experience for a customer, from beginning to end. flags and evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. flags), to indicate that these entities require further attention.
Once items are tagged with a flag, they are pushed to a corresponding flag folder. Using flag folders, you can locate your flagged items easily for review and follow up. You can also search for contacts and evaluations according to their assigned flags.
Flags and flag folders are available to you only if they are assigned to your group and role in the Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. application. If you are assigned the same flag folder as other users, you are able to share information with each other.
The system comes with a set of predefined flags and their corresponding folders. More customized flags can be created in the system using the Flag Manager Feature that enables users to create and edit flags for interactions and evaluations. application. Corresponding flag folders are created once these flags are assigned to contacts or evaluations.
Pushing or removing a contact/evaluation from a flagged folder can result in an alert. If defined in the Tracking module, an alert is displayed in the form of an email message or pop-up message to specific users.
Example: Employees and managers sharing information using flags
You can create an evaluation flag called Dispute and assign it and its corresponding folder to both employees and evaluators. After employees review evaluations performed on them, they can assign the Dispute flag to an evaluation. The flagged evaluation is automatically pushed to the corresponding Dispute folder. The Evaluator can then access the Dispute folder and review the flagged evaluation again.
Real-Time Speech Analytics (RTSA Feature that detects keywords (terms and phrases) spoken in contact center interactions in near real time.) monitors interactions while they are in progress and triggers actions based on the content of an 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.. When Real-Time Speech Analytics detects that specific words or phrases are spoken in a call, the system triggers a user-defined action such as automatically assigning the interaction to a specific folder. The folder can then be accessed when searching for specific interactions and for analyzing the effectiveness of the real-time notifications.