Settings

This phase lets you set up task utterances at the agent account level that identify the intent behind each utterance. These can be simple sentences, brand tags, greetings, questions, emotions, interactions, and so on.

The Settings has the following two sections:

• Conversation Intelligence
• Quality Management

Conversation Intelligence

This extracts valuable insights from customer interactions across various communication channels. It captures information from spoken and written conversations, matches the information with structured metadata about the interaction, and analyzes emotions and feelings to understand customers' desires, needs, opinions, and expectations.

You can access the Evaluation Forms by going to Contact Center AI > Quality Management > Configure > Settings > Conversation Intelligence.

Conversation Intelligence Dashboard

The Conversation Intelligence Dashboard displays post-interaction analytics and is a powerful tool designed to provide insights and actionable information following customer interactions.

For more information about the Conversation Intelligence Dashboard, see Conversation Intelligence - Overview.

Note

The role permissions in the Settings are defined based on the user or agent roles. Users cannot view all the Conversation Intelligence Dashboard overview details if the Conversation Intelligence Settings are not defined by the admin.

Steps to enable the Conversation Intelligence:

1. Expand the Conversation Intelligence collapse icon to view the Conversation Intelligence Dashboard.
   

2. Enable the Conversation Intelligence Dashboard toggle to set the Script adherence configuration details.
   

Steps to disable the Conversation Intelligence Dashboard:

1. Disable the Conversation Intelligence Dashboard toggle. The following dialog box appears.
   

   Note

   The Conversation Intelligence dashboard will not be visible to users throughout the application if the admin has disabled Conversation Intelligence. If it is enabled, then the user can view the insights on contact center efficiency, agent efficacy, and customer experience.

2. Click Confirm to disable the entire Conversation Intelligence application. The following screen appears.
   

3. Click Save to save the settings.

Script Adherence Configuration

This allows you to add and define a set of dynamic messages or scripts for the user or agent. The Script adherence configuration caters to specific messages that a user wants to visualize the adherence in the Conversation Intelligence Dashboard.

Steps to enable the Script Adherence Configuration:

1. Expand the Conversation Intelligence collapse icon, and enable the toggle button of Conversation Intelligence Dashboard and Script adherence configuration to view the following attributes.
   

2. Define the scripts for the below attributes to check the agent adherence.

3. Attribute: Shows script steps like Greeting, Branding, and so on, where custom messages can be added.
4. Message: Shows the custom messages that are already configured.

5. Action: Enables you to enter messages for the agent by toggling the action button.

   By default, the action button is disabled but the user can enter the custom message for any of the desired attributes.

   Upon enabling, the system checks for adherence to the configured messages of the script adherence section of conversation intelligence instead of the default messages.

6. Message: Allows you to define specified attribute messages for the agent or user. You can add more than one message for the user for the same attribute and delete the defined messages.

7. Click Save to save the defined messages.

Quality Management Settings

The Quality Management Settings allows you to create and configure evaluation forms to generate automated scores and enable interactions to get bookmarked under the different sections for reference later.

Users can access Quality Management (QM) Settings by going to Contact Center AI > Quality Management > Settings > Quality Management.

The QA has the following two sections:

• Auto QA
• Bookmarks

Auto QA

This feature allows you to set up Evaluation Forms for automated scoring. If the Auto QA toggle is off, users cannot see automated QA scores across the entire application and its queues. This also restricts access to features like Conversation Mining, Dashboards, and Evaluation Forms.

Steps to enable the Auto QA:

1. Expand the Quality Management collapse icon to view the following Auto QA option.
   

2. Enable the Auto QA option.

3. Click Save to save the settings.

   By Enabling the Auto QA toggle option, you can create and configure evaluation forms to generate automated scores.
   

Bookmarks

This feature lets you bookmark interactions into various collections for future reference. Once created, these collections are added to Conversation Mining.

Steps to Add Bookmarks:

1. Expand the Quality Management collapse icon to view the following Bookmarks option.
   

2. Enable the Bookmarks toggle option to add a new bookmark.

3. Click the Add Bookmark. The following new Bookmarks row appears.
   

4. Enter the Bookmarks name for the assigned interactions.

5. Add Color for the newly added bookmarks.

6. Click Save.

   Note

   Deleting any created bookmarks removes only the bookmark itself, not the associated relevant interactions.