Interactions settings
If you have an 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. and Analytics license, the Interaction Settings page is available in Interactions under Administration.
Use the settings on this page to:
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Configure default settings at an organizational level.
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Configure filters that define (limit) 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. information that supervisors/managers can access in Interaction and Analytic’s applications.
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Configure the settings for Playback Contact Gathering.
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Manage users’ recording properties.
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Set conditional custom data that are used to tag a recording for a specific employee.
Organizational settings and Interactions and Analytics
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When a new employee is first added to an organization, the employee inherits the default organization settings defined in the Interactions and Analytics Settings page under Interactions.
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When employees move to another organization, their original settings are retained; they do not inherit the settings of their new organization. To change their settings to match that of the new organization, you must manually customize their settings on the Interactions page under User Management Module that an administrator uses to create a profile for each employee in their organization..
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When the default organization settings change, existing employees retain their original settings. To change employee settings to match the organization settings, you must manually customize their settings on the Interactions page under User Management.
Filtering Interactions information