This component is used to analyze and evaluate in real time the interaction between agents and customers. It allows for quick generation of call reports and verification of what is being said without the need to listen to hours of recordings. This is achieved through the configuration of different categories where a list of words is provided, which will be recognized when mentioned during the call.
It is located in the component group called “Cognitive” and is only available for the “Voice” routing type.
Note: This component should be placed before transferring to a skill.
Note: The use of this component incurs additional cost.