Interactions preferences

Under the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. tab for Preferences, change your default information and display settings related to the Interactions application.

The availability of the Interactions Preferences tab depends on your system licensing, user roles, and privileges.

Item	Description
Default Form	Specifies your default evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer./assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). form, selected from the list.
Full-Text Search Language	Specifies the default language for full-text searches. You can override the default full-text search language when performing an advanced search in the Interactions application.
Interaction Duration Alert (MM:SS)	When the option is selected, you can set an alert to display when a real-time interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. exceeds a duration by setting the duration value. The maximum duration value is 59:59.
Collapsed Form Mode	When the option is selected, evaluation forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective. are loaded in collapsed mode in the form fill-out area. When viewing the form in this mode, only one section and category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. can be expanded at a time. To improve form performance in the form fill-out area, it is recommended that you enable this setting so that forms load faster, and are easier to navigate.