Interactions application overview

Using 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., you can search and play back the interactions between the enterprise and the customer. In addition, you can perform quality management activities, employee coaching, and improve the customer experience.

Interactions search and playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen.

You can search for and play back recorded interactions, and save frequently used searches for easy access. If 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. includes multiple media recordings (for example, video and screen), those recordings are played back alongside the audio portion of an interaction.

Quality Management

You can manage the entire employee evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer., feedback, and development process. You can highlight gaps in employee skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM. sets quickly, providing prompt corrective action to improve performance. You can evaluate employee recorded interactions or monitor and evaluate employee interactions in real time. In addition, employees can use the evaluation process to perform self-evaluations.

Quality Bot (formerly Automated Quality Management)

If your system is licensed for Quality Bot, the system performs automated evaluations on interactions that match specific criteria. You can also perform partially automated evaluations with evaluation forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. that contain questions which are automatically answered by the system when the form is accessed.

After automated and partially automated evaluations are submitted in the system, you can:

Search for evaluations: If you have the Search for Evaluations Made by Leader of My Group(s) privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access., you can search for submitted automated evaluations.
Analyze evaluation data: If you have the View Quality Monitoring Source Type privilege, in the Performance Management application you can analyze evaluation data and schedule coaching sessions to improve employee performance.
Generate reports: You can generate reports under the WFO Reports application that include data from automated evaluations.

Customer experience

You can assess and understand recorded contacts from the customer perspective, and share information on problematic contacts with your colleagues.

Reports

You can view Interactions and Analytics reports under the WFOReports application, which include a set reports that allow you to view statistics on:

Your enterprise recording activities
Employees scores and your evaluations activities
Questions scores and your assessments activities

Users in Interactions

These users exist in the system, as defined by the User Management Module that an administrator uses to create a profile for each employee in their organization. application:

Leader: A user that is assigned scope over an organization/group and has privileges under the Interactions category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions., in the Interactions, Evaluations, Assessments, Administration, and Analytics subcategories. Example users include supervisors and managers. These users can access interactions, evaluations, and assessments related to employees that are members in the organizations/sub-organizations/groups/subgroups over which the leader has scope (depending on privileges).
Employee (member): A user that is assigned as a member in a leaf organization/group. These users have privileges under the Interactions category, in the My Interactions and My Evaluations subcategories. Example users include agents.

Web Content Accessibility Guidelines (WCAG) compliance

The Interactions application includes enhancements to comply with Web Content Accessibility Guidelines (WCAG). When Accessibility Compliance Mode is enabled in the user's preferences, users with visual, mobility, or cognitive impairments can successfully interact with the Interactions application.