You can use SpeechIQ to evaluate and score an interaction between a customer and an agent, based on keywords and phrases. The auto-processing functionality enables you to view and retrieve all the data related to interactions, as well as call and screen recordings in real time. In addition to listening to the interaction between an agent and a customer, you can view the screens to which the agent has navigated and the information that the agent entered in emails, SMSes, or chats.
The Search and Score dashboard enables you to view the list of all recorded interactions and perform scoring.