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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.

The following are the different tabs on the Interaction Review screen:

TabDescription
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

 

A Comment Indicator (Image Added) is displayed whenever a Question Comment or a General Comment is added to a scorecard. Click Image Added to open the Comments pane, where the comments are displayed for easy access and review.

Transcript

Provides a 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. You can use this information for the continued development and training of machine learning models.

Click the Autoscroll checkbox to enable automatic scrolling of the transcript while an audio interaction is playing. The Autoscroll checkbox is enabled by default.

Info
  • If you select a point on the audio waveform, the scroll position adjusts to the corresponding section of the transcript.
  • If you do a keyword search with the Actions panel, the scroll position jumps to the segment of the transcript containing the searched keyword.
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 provides a synopsis 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. 

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