Search and Score Help

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.
     

     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.

You can select a random sample of interactions from the list of interactions for scoring purposes.

To randomize the search result:

1. Click the button.
   The Randomize window is displayed.
2. Enter the Number of Results to specify the number of random interactions you want to view.
3. Click Apply.

You can view the filtered data in the form of a chart and layer the results from another filter for a comparative study.
To view the Comparison Chart, click . The chart view of the data selected is displayed.
To remove the Comparison Chart view, click again.

1. Click the button in the top right corner. The View Configuration window opens
2. Enter a name in the Dataset Label field to identify the dataset you plan to chart. Click the Color field and select a color for the dataset. Click to add the dataset to the list of datasets you want to map. You can create a maximum of 3 datasets simultaneously for comparative study. The Datasets are created and listed under the Dataset table.
3. To edit the saved dataset, hover on the dataset and click . The Search window opens where you can select your search criteria. Click Apply. Do this for all the datasets you have created.
4. Select the Report Type from the drop-down list. Choose between Interaction Count and Scorecard Score Average.
5. Select the Interval from the drop-down list.
6. Select either Date Range or Custom Dates to select the required date range for the data to display.
7. A comparative chart with the selected filters for the different datasets is displayed.
8. On the right side of the chart, the list of datasets along with the colors chosen is displayed. You can click the respective color buttons to select or unselect them from the display.
9. To save the view, click from the Select or Create a View field. The View window opens.
10. Enter a name for the view in the Name field.
11. Select the users from the Available list who can access this view. By default, if a user is not selected, the view is available for all the users.

12. Click Save.

    Note

    To select a view from a list of available views, select from the Select or Create a View drop-down.

The auto-scoring functionality is dependent on the criteria set for processing an interaction, the level of processing selected, and the status enabled as per your requirement. For example, if an auto scorecard is set at a global level and is in the Active status, the auto-scorecard will run through all interactions. 

To reprocess the autoscoring of the displayed set of interactions:

1. Click Reprocess. The Reprocess popup window appears.
2. Select the actions to be performed using the checkbox.
3. Click Accept.

The selected interaction is scheduled for reprocessing. 

To review a recorded interaction or perform manual scoring, double-click the interaction that you want to review. 

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 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.
   

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

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.

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:

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.

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 () to listen to the recording.

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

   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 ()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.
      

      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. 
   

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

   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. 

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

1. Click the play/pause icon (), 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.

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

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 () to listen to the recording.

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

   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 ()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.

      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.

   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. 

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 (). 

• 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:
  
  
  

  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.