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.

Lets you select the default button (either Submit or Submit and Send for Review) to display in the form fill-out when submitting an evaluation.

This preference is available if the Evaluation Dispute Management feature is enabled and you have the privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to send evaluations for review.