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: | Tab | Description |
|---|
| Evaluations | Displays 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. | | Transcript | Provides detailed text transcription of the voice call. The transcripts of both customers and agents are labelled with information such as Sentiment, Key Phrases, and Intent Models. This information can be used for continued development and training of machine learning models. | | Analysis | Provides 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. | | Metadata | Displays the metadata received with the recording and all other information related to the interaction. | | Related Interactions | Displays the other interactions related to the recording (for example, a call recording from the same agent). | | Interaction Intents | Displays the possible call drivers populated by the system based on the configured keywords or keyword lists. | | Agent Assist | Displays details of the rules applied during the interaction. | | History | Displays the history of views and evaluations by all users on the interaction. | | Video | Displays the screen recording of the interaction. This tab is active only if you have enabled screen recording. |
|