Omnichannel Interaction Processing in Speech IQ
Speech IQ processes not only voice calls, but also SMS, Chat, and email interactions.
Speech IQ Filters
In the Advanced Search, when using the Agent and Skill filters, you can select the Exclude Selected checkbox to either include or exclude the selected items. In the Metadata filter, you can define the condition to include or exclude the selected data. This helps make your selection of agents, skills, and metadata easier.
Filter Groups in Speech IQ Configuration
You can create filter groups for agents, skills, scorecard names, and/or scorecard reviewers for fast and easy interaction filtering. Once saved, the group names appear in the filter section for which you have created them.
Scorecard Configuration Enhancements
In Speech IQ, the Scorecards settings window has the following enhancements:
- On the Settings tab, you can select the interaction type.
- On the Questions tab, you can select the branching questions, such as follow-up questions, next questions, and triggers for the manual scorecards.
Work Queue
The following enhancements have been made to the Work Queue tab:
- Two new options: The Alerting Report and the Arbitrator Report have been added.
- The Work Queue Performance Report has been renamed to the Performance Report.
Work Queue Logging
You can view logs based on the interaction and events performed on the client. You can filter logs based on the file name, status, job ID, or parent file names.