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 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:

  • A new report, called, Arbitrator Report is added. The report, which can be downloaded in PDF and CSV format, captures all the details of the arbitration tasks.
  • A new report, called, Alerting is added. Details of all the alerts is available in this report. You can create new alerts, modify, and delete existing alerts using this page.
  • The Work Queue Performance Report is renamed to Performance Report. Performance Report provides details of all the work queue tasks. You can now edit a task and also download the report in PDF and CSV format.

SpeechIQ Analytics Dashboard

A new Analytics Dashboard is introduced under SpeechIQ. This customizable dashboard is a collection of widgets which provide excellent reporting capabilities and different metrics. 

The SpeechIQ Analytics Dashboard is available to only customers with BI enabled.

SpeechIQ Library

SpeechIQ Library which is introduced under Configuration section of SpeechIQ is a collection of different books. Each book itself is a collection of various available assets such as Grade Templates, Interaction Intents, Keyword Lists, Scorecards, Synonyms, Tags, Redaction Settings, Word Replacement, and Client Integrations. These customizable books can be used to setup clients with basic information to help them start using the LVP (LiveVox Portal).