You can use the Audio Comments Categories editor to create, update, and delete categories that you can use to add audio comments when manually scoring an interaction. You can use the categories created in this editor to add an audio comment with a category to mark a specific event or indication in the call.
Accessing the Audio Comments Categories
To access the Audio Comments Category, on the WFO tab, click SpeechIQ > Configuration> Audio Comments Categories.
The Audio Comments Categories window appears.
- To search for a specific category, use the Filter field.
- To customize the table columns view, see the instructions in the Customizing a Table section in SpeechIQ Reporting.
- To refresh the list, click the Refresh icon (
).
Adding an Audio Comment Category
To add a new audio comment category:
- In the Audio Comments Categories window, click New.
The New Audio Comment Category popup window appears.
- Specify a name for the audio comment category in the Name field.
- Click Save.
- For more information about adding audio comments with categories, see the Search and Score section.
- To modify an audio comment category name, select the audio comment category that you want to modify and click Edit, or double-click the audio comment category. You can change the name in the Edit Audio Comment Category popup window.
- To delete an audio comment category, select the audio comment category and click Delete.