Interaction intents are the most plausible reasons for the customer to initiate a call. The interaction intents primarily analyze keywords to identify the reason for the call. To identify the reason why this call was flagged for this interaction intent from the interaction search or review, you can add a filter for the corresponding keyword list. You can also add the keyword list for a specific intent.
- Interaction intents are generated only for inbound calls.
- Each intent is only counted once per interaction.
Accessing the Interaction Intent
To access the interaction intents window, on the WFO tab, click SpeechIQ > Configuration > Interaction Intents.
The Interaction Intents window with all configured interaction intents is displayed.
- To search for a specific intent, use the Filter field.
- To view information about only active intents, 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 (
).
Adding a New Interaction Intent
To add a new interaction intent:
- In the Interaction Intents window, click New.
The New Interaction Intent popup window is displayed.
Specify values in the following fields:
- Name: Specify a name for the interaction intent.
- Driver Keyword List: Select an existing keyword list from the drop-down list to represent the interaction intent.
- Language: Select the language from the drop-down list. Currently English and Spanish are the available options.
- Allow Duplicates: Select Yes if duplicate keywords are allowed.
- Active: Select the checkbox if the interaction intent must be set to active status.
- Reasons: Select additional or subsidiary reasons/keyword lists from the drop-down list that correspond to the main interaction intent, and click the plus icon (
).
- Click Save.
- To copy an interaction intent, in the Interaction Intents window, click Copy, and then click Yes in the confirmation popup window that is displayed. A copy of the selected interaction intent appears in a separate table.
- To modify an interaction intent, select the interaction intent that you want to modify and click Edit, or double-click the interaction intent. You can modify the details on the Settings tab of the Interaction Intent details page.
- To delete an interaction intent, in the Interaction Intents window, select the interaction intent and click Delete. Alternatively, you can select the interaction intent and click Delete on the interaction intent details page.