Analyze Interactions overview
The Analyze 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. workspace Area within an application window where the user interacts with the program. allows you to review the interactions retrieved by your search, and see details of the 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. such as the name of the employee who took the call, the local start time, and duration, among others.
Search results set
From the Search Results list, you can:
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Select the interaction that you want to investigate.
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View more details about the interaction.
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Select interactions that you want to export to a separate file, which you can access in the My Exports workspace.
Play interaction
In the Call area, you can:
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Play back an interaction.
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Read a summary of the interaction transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text..
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Share an interaction.
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Download an interaction.
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View terms related to the selected categories.
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View where searched terms were mentioned during the call.