Evaluators
Evaluators assess contacts by agents with customers. They might also write evaluation questions or ensure consistency among other evaluators.
Evaluate contacts
- Access contacts assigned to you (classic page)
- Access contacts assigned to you
- Find contacts
- Customize the columns on the Interactions page
- Play contacts in the classic media player
- Play contacts with the new media player
- Download contacts on demand
- Skip forward and back in a recording in the classic media player
- Listen to an audio contact in the classic media player
- Listen to an audio contact in the new media player
- About silence and talk over events
- Watch the screen capture of a contact
- View agent actions for a contact
- View data associated with a contact in the classic media player
- View data associated with a contact in the new media player
- Edit custom metadata associated with a contact
- Read an email contact
- Read an email contact (legacy)
- Read a text contact
- Read a chat or text message contact in the classic media player
- View the overview of a chat contact in the classic media player
- Read a chat contact in the new media player
- View AI insights for a contact in the classic media player
- Read the summary of a contact in the new media player
- View the content tags for a contact in the new media player
- View the topic for a contact in the new media player
- View changes in sentiment for a contact in the classic media player
- View the customer and agent sentiment for a contact in the new media player
- Read the transcription of an audio recording in the classic media player
- Read the transcription of an audio recording in the new media player
- How Text Search syntax works
- View phrase analytics for an audio contact in the classic media player
- View phrase hits for a contact in the new media player
- Evaluate a contact in the classic media player
- View the AI evaluation for a contact in the new media player
- Play and evaluate contacts with the Accessible Contact Evaluator (ACE)
Manage and evaluate virtual agents in Bot Analytics
- Bot Analytics
- Bot Analytics glossary
- About experience and automation
- Evaluate bot performance
- About conversation distribution
- Evaluate conversations
- About Bot Management Reports (BMR) and Bot Peformance Reports (BPR)
- Discover conversation topics
- About conversation topics
- About impact analysis
- About aggregated metrics
- Analyze trends in key metrics
- About transcript search
- Explore transcriptions with Bot Analytics
- About the overview page
- About performance comparison
- Evaluate the impact and performance of releases
- About response performance
- Improve underperforming bot responses
- Use unclassified messages to improve Bot Analytics performance
- About intent performance
- Improve underperforming intents
Bot Analytics best practices
- Optimize bot responses best practice
- Optimize containment rates best practice
- About the Bot Analytics Management Improvement Framework
- Understand increases in negative feedback
- Identify new optimization opportunities
- About Bot Analytics KPIs
- Best practices for improving experiences
- Bot Analytics frequently asked questions