A place to ask questions, connect with others, and stay in the know
-Is there a way to start the interaction transcription after the IVR so that the transcription only includes the agent-customer part of an interaction?
-If a topic is configured to apply only to External participants (i.e., it's set to recognize phrases only when spoken by the customer), will it recognize phrases mentioned in the IVR?For example: Our custom Tax topic has a phrase that mentions tax slips. During the tax season the IVR contains a seasonal message that mentions tax slips, but the customer never mentioned tax slips during their interaction. Will that interaction be tagged with the Tax topic?We appreciate your help,Maria
What if we want it to ignore IVR prompts all together?
Will we have to add something in the flow to start transcribing after IVR?
When a call goes from the IVR to ACD (aka the "In queue flow" or the "waiting room"), our company might have some hold music playing, or messages offering call backs, letting customers know their wait time, and there may even be some marketing advertisements.
Is there a way to ignore transcriptions of the "In queue flow" content?Thanks,Maria
Hello Anik, we were wondering if you could help clarify more questions we have about Topics and Sentiment Analysis:
We would really appreciate your help since sentiment analysis is new to us, and we want to make sure we understand and interpret the results correctly.