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Info
  • The Search and Score window populates all recorded interactions received by QM, irrespective of the processing status. 
  • All processed interactions are assigned a unique identifier number (UUID). 
  • Hover over interaction and click to play the recording.
  • To modify the interaction processing settings, contact your customer care team.
  • When you search for an interaction using Interaction UUID, the results are displayed irrespective of the date filter you have used in the search criteria.
  • Click to export the necessary details. You can export Evaluations, List (of interactions for the search criteria), or Transcripts using this option. Click the Export button to select the necessary option.
Expand
titleCreating a Saved Search

If you frequently search for a recording by using the same search criteria, you can save your search criteria for future use. A 'Saved Search' refers to the saved search criteria.

To create a saved search:

  1. Click .
    The  Filter window appears.

  2. As required, specify values in the filter sections.
    You have the following options:

    • If you want to immediately view the list to which all your search criteria are applied, click Apply Filter.

      Info

      When you search using Interaction UUID, the results are displayed irrespective of the date filter you have used in the search criteria.

    • You can revert your changes by clicking .

  3. In the Filter window, click Save Template. The Save Search window appears.

  4. In the Name field, specify a name with which you identify the search, and then click Save.

    The saved search is created, and it appears as an option in the Saved Search drop-down list box.

...

Expand
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.
Expand
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
Expand
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 Image Removed. 

  • 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.
  1. 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.

Expand
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 Image Added. 

  • 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.
Expand
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 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. 

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:

  • To delete an evaluation report, select the evaluation report by clicking the checkbox, and then click Delete.
  • To export an evaluation report to a Microsoft Excel workbook click Export (Image Removed).
  • To send the evaluation report for coaching the agent:
    1. On the Evaluations tab, click Send.
    2. Select Coach Task. 
    3. Define the priority and the due date. 
    4. Click Create. 
      The learning task is assigned to the agent. 
    • To send the evaluation report to the e-learning library:

    2. On the Evaluations tab, click 

    Send.
  • Select e-Learning Library.
  • Enter a name for the training.
  • Select the category and the section. 
  • Click Create.
    The learning module is added to the e-learning library. 

    • To listen to a recording, review an interaction, or see the detailed information about the interaction and recording:

    1. Click the play/pause icon (Image Removed), to listen to the recording.
    2. To leave a comment or audio note, click Comment. 
      The Audio Note pop-up window appears:
      1. In the Please enter your comment: box, enter your comment: 
        • To mark a specific time range in the recording 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. 
      2. From the Category drop-down list, select an audio note category.
      3. Click Register.
    3. To leave a comment without clicking the play/pause icon, when listening to the recording, use the Comment & Pause option.
    Expand
    titleManual Scoring

    If you are assigned as an assessor or arbitrator, you can manually evaluate an interaction, in the Interaction Review window of SpeechIQ, by using the configured scorecards.

    Info

    For information about how to assign assessors and arbitrators, see User Maintenance.

    To score or evaluate an interaction: 

    1. On the WFO tab, click SpeechIQ > Search and Score.

    2. In the Search and Score window, double-click the interaction that you want to evaluate. The Interaction Review window appears displaying a visualization of the voice interactivity between the customer and the agent, in a waveform.

    3. Click on the play/pause icon (Image Added) to listen to the recording.
    Expand
    titleInteraction Review Tabs
    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.
    TranscriptProvides detailed text transcription of the voice call.
    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 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. 

    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. 
    Expand
    titleManual Scoring

    If you are assigned as an assessor or arbitrator, you can manually evaluate an interaction, in the Interaction Review window of SpeechIQ, by using the configured scorecards.

    Info

    For information about how to assign assessors and arbitrators, see User Maintenance.

    To score or evaluate an interaction: 

    1. On the WFO tab, click SpeechIQ > Search and Score.

    2. In the Search and Score window, double-click the interaction that you want to evaluate. The Interaction Review window appears displaying a visualization of the voice interactivity between the customer and the agent, in a waveform.

    3. Click on the play/pause icon (Image Removed) to listen to the recording.

    4. On the Evaluations tab, click New. A new evaluation section appears. In the Scorecard field, select a scorecard.

      Tip
      iconfalse

      If the New button is inactive, go to Conversation Configuration >User Maintenance to verify that you are assigned as an Assessor or an Arbitrator. For more information about your user roles, see User Maintenance.

    5. Alternatively:
      1. Click the Filter (Image Removed)icon.
      2. Select the scorecard category from the Category drop-down list.
      3. Select the Show Services Assigned Only checkbox, if you want to filter the scorecards which are assigned to any service.

      4. Click Filter. 
        The questions added to the selected scorecard appear.
        Image Removed

        Info

        For information about how to create a scorecard, add grades and questions to a scorecard, and assign scorecards, see Scorecards.

    6. Select the required answers for the questions. The grade and score appear on the header row. 
      Image Removed

    7. To add comments, double-click the question, and then enter comments in the Comments section.

      Tip

      In the General Comment and Question Comment sections, you can enter general comments related to the interaction and comments specific to the scorecard questions, respectively.

    8. Click Save.
      Your evaluation report is added to the interaction. 
    Tip
    iconfalse
    Expand
    titleReviewing an Interaction
    Tip
    iconfalse
    • You can use the forward/backward arrows (Image Removed) on the upper-right corner of the window to move to the next or previous recording.
    • The banner displays the name of the agent who performed the interaction with the customer, the date and time of the interaction, the phone number of the customer, the agent sentiment, and the customer sentiment.
    • The length of the audio is displayed next to the play/pause button.
    • You can adjust the playback speed, by clicking the playback speed (Image Removed) drop-down arrow, and then selecting the preferred speed. You can make the audio slower (0.50x) or faster (2.00x) as required.
    • You can download the interaction in .mp3 format using the Image Removed button.
    • You can download the transcript of the interaction in .pdf format. Under the Transcript tab, click Image Removed to download the transcript. 
    Expand
    titleInteraction Details

    You can view the detailed metrics and metadata related to the interaction as well as the recording, in the latter portion of the window.

    TabDescriptionEvaluations

    Displays the evaluations provided by all assessors. All the scorecards used for the evaluations is displayed along with Score and Grade details.

    • Double-click on the scorecard to view the question level details.
    • In the Questions window, double-click on each question to open the Comments pane to display General Comment, Group Comment, and Question Comments if any.
    TranscriptProvides detailed text transcription of the voice call. AnalysisProvides the automatic interaction analysis information such as sentiment, silence duration, talk over, and hold time. InformationDisplays general information about the interaction, such as interaction ID, agent information, interaction session ID, date of the interaction, contact center, and service information.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, another interaction from the same agent). Interaction IntentsDisplays the possible interaction drivers populated by the system based on the configured keywords or keyword lists. 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. 
    Expand
    titleManual Scoring

    If you are assigned as an assessor or arbitrator, you can manually evaluate an interaction, by using the configured scorecards.

    To score or evaluate an interaction: 

    1. Click on the play/pause icon (Image Removed) to listen to the recording.

    2. On the Evaluations tab, click New. A new evaluation section appears. 

      Tip
      iconfalse

      If the New button is inactive, go to Speech IQ > Configuration >User Maintenance to verify that you are assigned as an Assessor or an Arbitrator. For more information about your user roles, see User Maintenance.

    3. In the Scorecard field, select a scorecard.
      Alternatively:
      1. Click the Filter (Image Removed)icon.
      2. Select the scorecard category from the Category drop-down list.
      3. Select the Show Services Assigned Only checkbox, if you want to filter the scorecards which are assigned to any service.

      4. Click Filter. 
        The questions added to the selected scorecard appear.

        Info

        For information about how to create a scorecard, add grades and questions to a scorecard, and assign scorecards, see Scorecards.

    4. Select the required answers for the questions. The grade and score appear on the header row. 

    5. To add comments, double click the question, and then enter comments in the Comments section.

      Tip

      In the General Comment and Question Comment sections, you can enter general comments related to the interaction and comments specific to the scorecard questions, respectively.

    6. Click Save.
      Your evaluation report is added to the interaction. 
    Tip
    iconfalse
    • To delete an evaluation report, select the evaluation report by clicking the checkbox, and then click Delete.
    • To export an evaluation report to a Microsoft Excel workbook click Export (Image Removed).
    • To send the evaluation report for coaching the agent:
      1. On the Evaluations tab, click Send.
      2. Select Coach Task. 
      3. Define the priority and the due date. 
      4. Click Create. 
        The learning task is assigned to the agent. 
    • To send the evaluation report to the e-learning library:
      1. On the Evaluations tab, click Send.
      2. Select e-Learning Library.
      3. Enter a name for the training.
      4. Select the category and the section. 
      5. Click Create.
        The learning module is added to the e-learning library. 

    1. New. A new evaluation section appears. In the Scorecard field, select a scorecard.

      Tip
      iconfalse

      If the New button is inactive, go to Conversation Configuration >User Maintenance to verify that you are assigned as an Assessor or an Arbitrator. For more information about your user roles, see User Maintenance.

    2. Alternatively:
      1. Click the Filter (Image Added)icon.
      2. Select the scorecard category from the Category drop-down list.
      3. Select the Show Services Assigned Only checkbox, if you want to filter the scorecards which are assigned to any service.

      4. Click Filter. 
        The questions added to the selected scorecard appear.
        Image Added

        Info

        For information about how to create a scorecard, add grades and questions to a scorecard, and assign scorecards, see Scorecards.

    3. Select the required answers for the questions. The grade and score appear on the header row. 
      Image Added

    4. To add comments, double-click the question, and then enter comments in the Comments section.

      Tip

      In the General Comment and Question Comment sections, you can enter general comments related to the interaction and comments specific to the scorecard questions, respectively.

    5. Click Save.
      Your evaluation report is added to the interaction. 
    Tip
    iconfalse
    • To delete an evaluation report, select the evaluation report by clicking the checkbox, and then click Delete.
    • To export an evaluation report to a Microsoft Excel workbook click Export (Image Added).
    • To send the evaluation report for coaching the agent:
      1. On the Evaluations tab, click Send.
      2. Select Coach Task. 
      3. Define the priority and the due date. 
      4. Click Create. 
        The learning task is assigned to the agent. 
    • To send the evaluation report to the e-learning library:
      1. On the Evaluations tab, click Send.
      2. Select e-Learning Library.
      3. Enter a name for the training.
      4. Select the category and the section. 
      5. Click Create.
        The learning module is added to the e-learning library. 
    Expand
    titleActions 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 the menu icon (Image Removed). 

    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 displayed highlighted in the interaction along with details of the intent. A sample screenshot is as shown below:
    Image Removed
    Info

    You can disregard the hyphens when searching for digits. For example, if a phone number is transcribed with hyphens as (740)-258-4963, you can input "7402584963" into the keyword filter and retrieve results containing that phone number in the transcript, regardless of the presence of hyphens.

  • 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.