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  • 1.  Add a talk filter to Queue and Agent Performance

    Posted 04-22-2024 03:32
    No replies, thread closed.

    Is it possible to add a "Talk" Filter to the Queue and Agent Performance? When there are Outbound Calls on the queue it is not possible to filter only Calls where the Agent has talked to the customer


    #Reporting/Analytics

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    Dirk Krampe
    Sixt SE
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  • 2.  RE: Add a talk filter to Queue and Agent Performance

    Posted 04-22-2024 19:26
    No replies, thread closed.

    Use a Topic that ANYONE would use like "I understand" or "My name is" or "can I help you" and run it against your calls.  Then in Content search, just look for conversations that don't contain the topic.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Add a talk filter to Queue and Agent Performance
    Best Answer

    Posted 04-22-2024 19:31
    No replies, thread closed.

    Also, there are acoustic markers like Agent Talk and Customer Talk that are available in the API currently and will be out in the interface in a bit. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



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