Open Employee Quickview

You can view information on the employee that participated in 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. from a single location. The information includes a photo of the employee (if available), name, organization, KPI data, assigned eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools. lessons, and assigned Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills. sessions. This information can be used to improve the performance of the employee.

Example: Use the Employee Quickview Feature in Interactions that allows you to view information about the employee who participated in an interaction. to improve employee skills

You identify that an employee was lacking some technical skills when handling a specific call. To determine whether it is a reoccurring issue or a one-time incident, access the Employee Quickview to view the employee performance KPI.

If it is a reoccurring issue, view the employee Coaching and eLearning history. You can then determine what type of training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions. the employee requires to improve skills and overall performance.

Procedure 

  1. From the search results, select the interaction you want to view its information and in the Employee column, click employee.

    Alternatively, double-click the interaction to access it, and from the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. click employee.