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titleInteraction Review Tabs

You can view the detailed metrics and metadata related to the interaction as well as the recording using the different tabs on the Interaction Review window.

Following are the different tabs on the Interaction Review screen:

TabDescription
EvaluationsDisplays the evaluations provided by all assessors. 
The Evaluations tab is visible only if you are an assessor or an arbitrator. You can use this tab to view details of the scoring of an interaction and also score an interaction manually. For more information see Manual Scoring.
TranscriptProvides detailed text transcription of the voice call.
AnalysisProvides the automatic call analysis information such as sentiment, silence duration, talk over, and hold time. 
Information

Displays general information about the interaction, such as interaction ID, agent information, call session ID, date of the call, call center, and service information.

The Call Summary section displays a summary of the customer interaction with information such as the reason for the interaction, actions taken, and proposed next steps. The call summary is available for both real-time and non real-time interaction types, including Voice, SMS, Email, and Chat. 

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, a call recording from the same agent). 
Interaction IntentsDisplays the possible call drivers populated by the system based on the configured keywords or keyword lists. 
Agent AssistDisplays details of the rules applied during the interaction.
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. 

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 Removed), 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.
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titleManual Scoring

If you are assigned as an assessor or arbitrator, you can manually evaluate an interaction, in the Interaction Review window of SpeechIQ, by using the configured scorecards.

Info

For information about how to assign assessors and arbitrators, see User Maintenance.

To score or evaluate an interaction: 

  1. On the WFO tab, click SpeechIQ > Search and Score.

  2. In the Search and Score window, double-click the interaction that you want to evaluate. The Interaction Review window appears displaying a visualization of the voice interactivity between the customer and the agent, in a waveform.

  3. Click on the play/pause icon () to listen to the recording.

  4. On the Evaluations tab, click New. A new evaluation section appears. In the Scorecard field, select a scorecard.

    Tip
    iconfalse

    If the New button is inactive, go to Conversation 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.

  5. Alternatively:
    1. Click the Filter ()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.

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

  7. 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.

  8. Click Save.
    Your evaluation report is added to the interaction. 
Tip
iconfalse
  • 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 ().
  • 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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titleReviewing an Interaction
Tip
iconfalse
  • You can use the forward/backward arrows (Image Removed) 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 Removed) 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 Removed button.
  • You can download the transcript of the interaction in .pdf format. Under the Transcript tab, click Image Removed 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.

TabDescriptionEvaluations

Displays the evaluations provided by all assessors. All the scorecards used for the evaluations is displayed along with Score and Grade details.

  • Double-click on the scorecard to view the question level details.
  • In the Questions window, double-click on each question to open the Comments pane to display General Comment, Group Comment, and Question Comments if any.
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 Removed) to listen to the recording.

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

    Tip
    iconfalse

    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 Removed)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
iconfalse
  • 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 Removed).
  • 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 Removed). 

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Info

You can disregard the hyphens when searching for digits. For example, if a phone number is transcribed with hyphens as (740)-258-4963, you can input "7402584963" into the keyword filter and retrieve results containing that phone number in the transcript, regardless of the presence of hyphens.

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