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| title | Reviewing and Manual Scoring |
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To review a recorded interaction or perform manual scoring, double-click the interaction that you want to review. manually score an interaction, double-click the interaction that you want to review. | Info |
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- Depending on the User Role configurations, there are certain limitations to scoring interactions. To configure these settings, navigate to the Configure tab. Click System > Roles. From the list of roles, double-click on the role you want to modify. Click the Speech IQ Scoring tab and make the necessary changes in the fields displayed:
- Share Interaction Review via email – Enables you to send evaluations or interactions using email.
- Share Interaction Review via URL – Enables you to generate a shareable interaction URL.
- Rescore Auto scorecards – Enables you to delete an auto scorecard.
- Score New Interactions Only – Enables you to score new interactions, but restricts you from deleting or rescoring other existing interactions.
- Download QM Recording – Enables you to export Quality Management Recordings.
- You can configure a custom role that enables anonymous scoring. This means agents or other users cannot see who scored a particular interaction. This also applies to comments that might be added to interactions. If a custom role is enabled with the Hide Assessor of Evaluation option, the agents or users can see the comments while the assessor's identity is hidden. The assessor's name is displayed as Username Hidden.
To set the access permissions for a custom role, navigate to the Configure tab. Click System > Roles. From the list of roles, double-click on the role you want to modify. Click the Speech IQ Scoring tab and set the permission using the Hide Assessor of Evaluation field.
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Interaction Review
The Interaction Review screen provides comprehensive details related to the interaction such as the transcript and evaluation information. It also enables you to leave comments for other assessors, arbitrators, managers, and agents and contribute the evaluation to the e-learning library, which serves as a resource for training and quality management purposes.
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| title | Interaction Review Tabs |
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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: | Tab | Description |
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| 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. 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 |
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- 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.
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| | 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 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. | | 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. |
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