The Add Interactions window lets you manually add non-voice interactions to SpeechIQ for review and evaluation.

Use the Add Interactions feature to add non-voice/omni-channel interactions in bulk. Contact your administrator for further assistance.

You can add chat, email, and SMS interactions using this screen.

To access the Add Interactions window, navigate to WFO > SpeechIQ > Add Interactions. The Add Interactions window is displayed.

Adding Interactions Manually

To add interactions manually:

  1. On the Add Interactions window, enter the necessary details under the General Settings section:
    1. In the Interaction Type field, select the type of interaction using the drop-down list. Choose Chat, Email, or SMS.
    2. In the Start of Interaction field, enter the date and time. Click to select a date.
      1. In the same window, click to select a time. Click or and select the correct time.
    3. Similarly, enter the date and time for the End of Interaction field.
    4. In the Agent field, select an agent using . If a new agent must be added, click and add the Agent First Name and Agent Last Name.
    5. In the Skill field, select a skill using . To add a new skill, click and add the Skill Name.
    6. Select a Language from the drop-down list. 
    7. In the Thread ID field, enter a thread ID to identify and link the interactions. This field is optional.
    8. In the Tags field, select any applicable tags. You can select multiple tags here. This field is optional.
  2. Under the Transcription section, add the following information:
    1. In the Transcription Format field, select Dual or Single from the drop-down list.
    2. If Dual is selected as the Transaction Format, enter Customer Transcript Text and Agent Transcript Text.

    3. If you have selected Single, enter the Full Transcript Text.

      • If you selected the Interaction Type as Email, add the email ID in the Email field and the subject in the Subject field.
      • If you selected the Interaction Type as SMS, update the Customer Phone Number field.


    4. In the Direction of Origin field, select Inbound or Outbound from the drop-down list.
  3. Add any metadata for the interaction in the Metadata section. You can select existing metadata from the drop down and enter the corresponding values. This metadata can be used for filtering and scoring purposes.

    1. In the Key field, enter a key, and add the corresponding value in the Value field.

      • To add new metadata, click to enter the details.
      • To delete metadata, select the row and click .

       Add as much metadata as necessary.

  4. Click Save. You are provided an option to create one more new interaction or navigate to the created interaction to score. Select an option based on your requirement.
    Click to reset the page.