SpeechIQ is the (LVP) that analyzes interactions by using important interaction data such as silence time, talk time, keywords, agent/customer sentiments, and script compliance to evaluate an agent's performance. You can view all the interaction data in a single place to accurately and consistently evaluate performance and identify training needs.
SpeechIQ processes the interaction data, performs automatic scoring of all interactions with customized scorecards based on keywords and phrases, detects sentiments and intents, transcribes the voice calls, and prepares reports and alerts. The Reporting section in SpeechIQ enables you to view, export, or print all Speech Analytics data reports.
- SpeechIQ, call recording, and screen recording add-on products must be purchased separately. Once purchased, SpeechIQ, Call Recording Report, and Screen Recording Report options are available on the Workforce Optimization (WFO) tab. Contact your Account team for more information.
- Depending on the , interactions are uploaded to the cloud-based system of LiveVox using a secure FTP and are queued for auto-processing.
Accessing SpeechIQ
To access the SpeechIQ feature on the LiveVox Platform, navigate to the WFO tab ->
Getting Started with SpeechIQ
- Conversation Configuration: You must first configure SpeechIQ before you can start to analyze interactions. This section helps you identify assessors and arbitrators, identify keywords, create scorecards and scorecard categories, create and assign review tasks to assessors and arbitrators, maintain information about the agent's skills, and also create a library of various assets that can be shared between clients.
- Agent Assist: Create accurate transcripts of interactions that can further be used by managers for evaluation and in addition to coaching.
- Search and Score Interactions: After you configure SpeechIQ, you can start analyzing and scoring interactions.
- Dashboard: Dashboards provide quality-related statistical data in the form of charts and tables. You can customize the dashboards to display reports and metrics.
- Reporting: View SpeechIQ reports related to call recording, keywords, scorecards, skills, agents, interaction intents, calibration tasks, and other analytics data.
- Word Cloud: Use the Word Cloud to identify the usage of keywords and their frequencies.
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