View employee’s interactions

Drill to 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. shows the list of employee's interactions for the selected period. You must have View Quality Monitoring Interactions privileges for the Drill to Interactions icon to display.

Procedure 

1. Select a Time period in the left selection pane. The time period must be Daily, Weekly, or Monthly.

2. Select a single Employee in the left selection pane.

3. Select the Drill to Interactions icon.

4. On the Interactions page, select the 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. you would like to play back, and click Playback.

5. When you are finished viewing this page, close the Interactions page to return to the Explore Performance page.