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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 04-22-2024 03:31
From: Dirk Krampe
Subject: Add a talk filter to Queue and Agent Performance
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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