Conversation Mining

The Conversation Mining feature lets you focus on interactions of interest or those with the greatest potential for improvement, removing guesswork from manual evaluations and allowing you to concentrate on the most critical interactions.

You can access Conversation Mining by navigating to Contact Center AI > Quality AI > Analyze > Conversation Mining.

The Conversation Mining includes the following sections:

• Interactions: Enables you to view the scored interactions and applied filters for targeted reviews. Learn more.
• Audit Allocations: Lets you create and assign allocations for auditors to perform manual quality scoring. Learn more.