Settings

The Settings allow you to make app-level changes to Conversation Intelligence.

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 Conversation Intelligence by navigating 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.

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 button. 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. By default, the script adherence widget uses a default generic script to check for adherence, using this app level configuration, the user can set custom messages for each step of the script to visualize adherence to the custom message instead of the default script message.

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.
   

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

   • Attribute: Shows script steps like Greeting, Branding, and so on, where custom messages can be added.

   • Message: Shows the custom messages that are already configured.

   • 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.

   • 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.

   • Save: Allows you to save the defined messages.

     At the agent account level, the agent can only check the following options defined by the supervisor or app owner or administrator in the Settings.

     • In the Conversation Intelligence Dashboard, the agent can check the post-interaction analytics, such as brand tags, greetings, questions, emotions, interactions, and so on.

     • In the Script adherence configuration, the agent can visualize the specific messages or scripts that are defined by the supervisor or app owner or administrator.

Quality Management

The App owners can use the Settings option under QM to enable or disable auto QA scoring of interactions and at an app level. Users with relevant permissions can enable and create bookmarks to collect interactions in different bookmarks for easy future reference.

Yoc can access the Quality Management by navigating to Contact Center AI > Quality Management > Configure > Settings > Quality Management.

The QA has the following sections:

• Auto QA
• Agent Score Card
• Bookmarks

Auto QA

The Auto QA feature lets you set up Evaluation Forms for automated scoring. When the feature is turned off, automated QA scores are hidden across the entire application and its queues, regardless of whether the user has access to Agent Scorecard and QA functionalities. This also restricts access to features like Conversation Mining, Dashboards, and Evaluation Forms.

Enable Auto QA

Steps to enable Auto QA:

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

2. Enable the Auto QA.

3. Click Save to save the settings.

Note

Except the administrator, no other user can enable the Auto QA option for agents.The Auto QA toggle option is always in disable mode though it is in activate mode for a user.

Once the Auto QA feature is enabled, you get the following screen to create and configure evaluation forms.

Note

When a user with Auto QA permissions disables the Auto QA toggle in Settings, the Agent Scorecard and bookmarks will also be disabled, regardless of whether the user has access to the Agent Scorecard and QA functionalities.

Disable Auto QA

Steps to disable Auto QA:

1. If you turn off the Auto QA toggle, the following dialog box is displayed.
   

2. Click Confirm to disable the Auto QA.

3. Click Save to save the settings.

Note

By disabling the Auto QA, the automated QA scoring will be disabled across the entire app and all queues within it.

Agent Score Card

This setting allows you to enable or disable agent-level interaction scoring through agent scorecards, users with the relevant permission access can enable or disable this setting.

Enable Agent Score Card

Steps to enable the Agent Score Card:
1. Expand the Quality Management collapse icon to view the Agent Score Card.

1. Enable the Agent Score Card option.
2. Click Save to save the settings.

Once the Agent Score Card is enabled from the Settings, you will get the following screen to create agent scorecards.

Disable Agent Score Card

Steps to disable the Agent Score Card:

1. If you turn off the Agent Score Card toggle, the following dialog box is displayed.

1. Click Confirm to disable the Agent Scorecard.
2. Click Save to save the settings.

Bookmarks

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

Enable Bookmarks

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 to save the settings.

Disable Bookmarks

Steps to disable Bookmarks:

1. If you turn off the Bookmarks toggle, the following dialog box is displayed.
   

2. Click Confirm to disable the bookmark.

3. Click Save to save the settings.

Note

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