The interaction intent types categorizes the intents (reasons) for a call based on resolution methods or other criteria. For example, you can classify the intents as self-serviceable and non-self-serviceable. 

Accessing the Interaction Intent Types 

To access the interaction intents type window, on the WFO tab, click Conversation Configuration > Interaction Intent Types. The Interaction Intent Types window with all the available interaction intent types is displayed.

  • To search for a specific intent type, use the Filter field. 
  • To view details of only active intent types, select the Active Only checkbox.
  • 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 ().

Creating a New Interaction Intent Type

To create a new interaction intent type:

  1. In the Interaction Intent Types window, click .
    The New Interaction Intent Types popup window appears.
  2. Specify a name for the interaction intent type.
  3. Click the Active checkbox if you want to include the interaction intent type in the scoring process. 
  4. Click Save.
  • To modify an interaction intent type, select the interaction intent type that you want to modify and click  or double click the interaction intent type. You can modify the details in the Edit Interaction Intent Type popup window. 
  • To delete an interaction intent type, in the Interaction Intent Types window select the interaction intent type and click .