Topics and Phrases is a method that could be used.
To do this you would need to bundle together the common phrases used to complete the authentication and then when you detect the phrase its then associated with an 'Authentication' topic. This would allow this to be measured at a queue/agent level as well so you would get topics views confirming its being done 100% of the time (if required).
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Cameron Smith
VP, Product Management - Workforce Engagement Management
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Original Message:
Sent: 02-23-2023 09:47
From: Melissa Callender
Subject: Tracking caller authentication using phrases in a topic
Any experienced users of Speech and Analytics Topics and Phrases out there?
Our call center agents have to authenticate callers to provide information from their file.
How can we use Speech and Analytics to quickly help with tracking that this was completed?
Is topics and phrases the best way to do this?
#SpeechandTextAnalytics
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Melissa Callender
Ontario Teachers' Pension Plan
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