LV24 Pop-Out Help

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To leave a comment without clicking the play/pause icon, when listening to the recording, use the Comment & Pause option.
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titleAdding Comment to an Interaction

To leave a comment to an audio interaction:

  1. On the Interaction Review screen, click . The Comment window pane is displayed.
  2. In the Enter your comment: box, enter your comment: 
    • To mark a specific time range in the call 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. 
  3. From the Category drop-down list, select an audio note category.
  4. Click Register.
Info
Info

The following fields in the User Role configuration defines if you can add, edit or delete comments: 

  • Manage Interaction Review Comment – If enabled, you can add, edit, or delete your own comments for various interactions.
  • Can user manage comments on the interaction review screen – If enabled, you can add, edit, or delete your own comments for various interactions, as well as comments made by other users.

To view/update User Role configuration, navigate to the Configure > System > Roles > Edit Roles > Speech IQ Scoring tab.

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titleUsing the Actions 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 . 

  • 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 highlighted in the interaction along with details of the intent. 
  • 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.

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