U19 Pop-Out Help

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The Search and Score window displays the list of all the interactions that are recorded and sent to QM. You  You can select an interaction from the list to access and evaluate the recordings.

Info
  • The Search and Score window populates all recorded interactions received by U- QM, irrespective of the processing status. 
  • All processed interactions are assigned a unique identifier number (UUID). 
  • Hover over interaction and click to play the recording.
  • To modify the interaction processing settings, contact your customer care team.
  • When you search for an interaction using Interaction UUID, the results are displayed irrespective of the date filter you have used in the search criteria.
  • Click Image Added to export the necessary details. You can export Evaluations, List (of interactions for the search criteria), or Transcripts using this option. Click the Export button to select the necessary option
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titleCreating a Saved Search

If you frequently search for a recording by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.

To create a saved search:

  1. Click .
    The  Filter window appears.

  2. As required, specify values in the filter sections.
    You have the following options:

    • If you want to immediately view the list to which all your search criteria are applied, click Apply Filter.

      Info

      When you search using Interaction UUID, the results are displayed irrespective of the date filter you have used in the search criteria.

    • You can revert your changes by clicking .

  3. In the Filter window, click Save Template. The Save Search window appears.

  4. In the Name field, specify a name with which you identify the search, and then click Save.

    The saved search is created, and it appears as an option in the Saved Search drop-down list box.
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titleRandomizing Search

You can select a random sample of interactions from the list of interactions for scoring purposes.

To randomize the search result:

  1. Click the button.
    The Randomize window is displayed.
  2. Enter the Number of Results to specify the number of random interactions you want to view.
  3. Click Apply.
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titleViewing the Comparison Chart

You can view the filtered data in the form of a chart and layer the results from another filter for a comparative study.
To view the Comparison Chart, click Image Modified. The chart view of the data selected is displayed.
To remove the Comparison Chart view, click Image Modified again.

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titleConfiguring the Comparison Chart
  1. Click the Image Modified button in the top right corner. The View Configuration window opens
  2. Enter a name in the Dataset Label field to identify the dataset you plan to chart. Click the Color field and select a color for the dataset. Click Image Modified to add the dataset to the list of datasets you want to map. You can create a maximum of 3 datasets simultaneously for comparative study. The Datasets are created and listed under the Dataset table.
  3. To edit the saved dataset, hover on the dataset and click Image Modified. The Search window opens where you can select your search criteria. Click Apply. Do this for all the datasets you have created.
  4. Select the Report Type from the drop-down list. Choose between Interaction Count and Scorecard Score Average.
  5. Select the Interval from the drop-down list.
  6. Select either Date Range or Custom Dates to select the required date range for the data to display.
  7. A comparative chart with the selected filters for the different datasets is displayed.
  8. On the right side of the chart, the list of datasets along with the colors chosen is displayed. You can click the respective color buttons to select or unselect them from the display.
  9. To save the view, click Image Modified from the Select or Create a View field. The View window opens.
  10. Enter a name for the view in the Name field.
  11. Select the users from the Available list who can access this view. By default, if a user is not selected, the view is available for all the users.

  12. Click Save.

    Info
    titleNote

    To select a view from a list of available views, select from the Select or Create a View drop-down.

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titleReprocessing Auto Scoring

The auto-scoring functionality is dependent on the criteria set for processing an interaction, the level of processing selected, and the status enabled as per your requirement. For example, if an auto scorecard is set at a global level and is in the Active status, the auto-scorecard will run through all interactions. 

To reprocess the autoscoring of the displayed set of interactions:

  1. Click Reprocess. The Reprocess popup window appears.
  2. Select the actions to be performed using the checkbox.
  3. Click Accept.

The selected interaction is scheduled for reprocessing. 

Info

When an auto-scoring job runs, QM does not evaluate all the auto scorecards. Auto scorecards have filters and only the interactions that meet the criteria for the scorecard get evaluated.

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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.