LV23 Pop-Out Help

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titleReviewing and Manual Scoring

To review a recorded interaction or perform manual scoring, double-click the interaction that you want to review. 

Interaction Review

The Interaction Review window displays detailed information about the interaction between the agent and the customer. For voice calls, you can view the visualization of the selected voice interactivity in a waveform. 

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titleReviewing an Interaction

To listen to a recording, review an interaction, or see the detailed information about the interaction and recording:

  1. Click the play/pause icon (Image Added), to listen to the recording.
  2. To leave a comment or audio note, click Comment. 
    The Audio Note pop-up window appears:
    1. In the Please enter your comment: box, enter your comment: 
      • To mark a specific time range in the recording to which the audio note is applicable, select the Range check box, and then select the start time and end time. 
      • To use the audio note for coaching agents, select the Coaching checkbox. 
    2. From the Category drop-down list, select an audio note category.
    3. Click Register.
  3. To leave a comment without clicking the play/pause icon, when listening to the recording, use the Comment & Pause option.


Tip
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  • You can use the forward/backward arrows (Image Added) on the upper-right corner of the window to move to the next or previous recording.
  • The banner displays the name of the agent who performed the interaction with the customer, the date and time of the interaction, the phone number of the customer, the agent sentiment, and the customer sentiment.
  • The length of the audio is displayed next to the play/pause button.
  • You can adjust the playback speed, by clicking the playback speed (Image Added) drop-down arrow, and then selecting the preferred speed. You can make the audio slower (0.50x) or faster (2.00x) as required.
  • You can download the interaction in .mp3 format using the Image Added button.
  • You can download the transcript of the interaction in .pdf format. Under the Transcript tab, click Image Added to download the transcript. 
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titleInteraction Details

You can view the detailed metrics and metadata related to the interaction as well as the recording, in the latter portion of the window.

TabDescription
EvaluationsDisplays the evaluations provided by all assessors.
TranscriptProvides detailed text transcription of the voice call. 
AnalysisProvides the automatic interaction analysis information such as sentiment, silence duration, talk over, and hold time. 
InformationDisplays general information about the interaction, such as interaction ID, agent information, interaction session ID, date of the interaction, contact center, and service information.
MetadataDisplays the metadata received with the recording and all other information related to the interaction. 
Related InteractionsDisplays the other interactions related to the recording (for example, another interaction from the same agent). 
Interaction IntentsDisplays the possible interaction drivers populated by the system based on the configured keywords or keyword lists. 
HistoryDisplays the history of views and evaluations by all users on the interaction.
VideoDisplays the screen recording of the interaction. This tab is active only if you have enabled screen recording. 
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titleManual Scoring

If you are assigned as an assessor or arbitrator, you can manually evaluate an interaction, by using the configured scorecards.

To score or evaluate an interaction: 

  1. Click on the play/pause icon (Image Added) to listen to the recording.

  2. On the Evaluations tab, click New. A new evaluation section appears. 

    Tip
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    If the New button is inactive, go to Speech IQ > Configuration >User Maintenance to verify that you are assigned as an Assessor or an Arbitrator. For more information about your user roles, see User Maintenance.

  3. In the Scorecard field, select a scorecard.
    Alternatively:
    1. Click the Filter (Image Added)icon.
    2. Select the scorecard category from the Category drop-down list.
    3. Select the Show Services Assigned Only checkbox, if you want to filter the scorecards which are assigned to any service.

    4. Click Filter. 
      The questions added to the selected scorecard appear.

      Info

      For information about how to create a scorecard, add grades and questions to a scorecard, and assign scorecards, see Scorecards.

  4. Select the required answers for the questions. The grade and score appear on the header row. 

  5. To add comments, double click the question, and then enter comments in the Comments section.

    Tip

    In the General Comment and Question Comment sections, you can enter general comments related to the interaction and comments specific to the scorecard questions, respectively.

  6. Click Save.
    Your evaluation report is added to the interaction. 
Tip
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  • To delete an evaluation report, select the evaluation report by clicking the checkbox, and then click Delete.
  • To export an evaluation report to a Microsoft Excel workbook click Export (Image Added).
  • To send the evaluation report for coaching the agent:
    1. On the Evaluations tab, click Send.
    2. Select Coach Task. 
    3. Define the priority and the due date. 
    4. Click Create. 
      The learning task is assigned to the agent. 
  • To send the evaluation report to the e-learning library:
    1. On the Evaluations tab, click Send.
    2. Select e-Learning Library.
    3. Enter a name for the training.
    4. Select the category and the section. 
    5. Click Create.
      The learning module is added to the e-learning library. 
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titleActions Panel

You can use the Actions Panel to search for keywords, add tags, and view or provide audio notes. To access the Actions Panel, on the Search and Score window click the menu icon (Image Added). 

  • Keyword Search: Enables you to search for keywords while listening to the call recording by typing keywords, separated by commas, or by selecting the existing keyword lists from the drop-down list. You can filter the search results by keywords used by the customer, agent, or either. You can search for any word, including the configured keywords. 
    If the keyword is part of the interaction, it is displayed highlighted in the interaction along with details of the intent. A sample screenshot is as shown below:
    Image Added
  • Tags: Enables you to select tags from the drop-down list to group this interaction with related interactions.  
  • Audio Notes: Displays the audio notes created by all the assessors.