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titleListening to an Audio Interaction

To listen to an audio interaction:

  1. On the Interaction Review screen, to listen to the recording, click .
    The length of the audio is displayed next to the button.
  2. Click to play the recording from the beginning.
  3. You can adjust the playback speed, by clicking drop-down arrow, and then selecting the preferred speed. You can make the audio slower (0.50x) or faster (2.00x) as required.
  4. You can download the interaction in .mp3 format using the  button.
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 a Comment to an Interaction

To leave a comment to about 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 on the call to which the audio note is applicable, select the Range check boxcheckbox, and then select the Start time and End time. 
    • To use the an 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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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
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.
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 displays provides a summary synopsis of the customer interaction with information, such as 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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