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Good Morning Community!We are just starting to begin to use Topics/Phrases. We have two distinct departments- intake and nursing, therefore two components to calls (intake transfers to RN). Both have different quality evaluation requirements/expectations. When adding in topics/phrases to look for and eventually automatically score for evaluations, are we able to delineate which portion of the call to look for certain phrases?
For example:Intake Required Question:What is your supervisor's name?- we would want to be able to autoscore this as completedNursing Side of Call-Caller asks 'what is your supervisor's name' OR 'can I speak with your supervisor'- would be a phrase, we might want to pull call to listen as to why the caller felt they needed a supervisor
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