The Add Interactions window lets you manually add nonvoice interactions to SpeechIQ for further processing.

Use Add Interactions to load a few interactions manually. If the number of interactions to be imported is huge, it is recommended to use LiveVox API. 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 Start of Interaction field, enter the date and time. Click to select a date.
    2. 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 Interaction Type field, select the type of interaction using the drop-down. Choose Chat, Email, or SMS.
    5. In the Agent field, select an agent using . If a new agent must be added, click and add Agent First Name and Agent Last Name.
    6. In the Skill field, select a skill using . To add a new skill, click and add the Skill Name.
    7. Select a Language from the drop-down. Choose between English, Spanish, and French.
    8. In the Thread ID field, enter a thread ID to identify and link the interactions. This field is optional.
    9. In the Tags field, select the suitable tags. You can select multiple tags here. This field is also optional.
  2. Under the Transcription section, add the following details:
    1. In the Transcription Format field, select Dual or Single from the drop-down.
    2. If Dual is selected as Transaction Format, enter Customer Transcript Text and Agent Transcript Text.

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

      • If you selected Interaction Type as Email, add the email ID in the Email field and the subject in the Subject field.
      • If you selected Interaction Type as SMS, update the Customer Phone Number field.
  3. Add any metadata for the interaction in the Metadata section.

    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.
    Click to refresh the page.