Integrate Scorecards with Speech Analytics

Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. is used with the suite to analyze calls recorded in contact The entire communication experience for a customer, from beginning to end. centers by recorders. You can use the solution to extract recordings, process them, and make them available to users for speech-based analysis. Users can search calls for specific phrases and terms, identify calls pertinent to key business issues, and determine root causes for the identified calls. With a Speech Analytics/Scorecards Product that assists agents, supervisors and all contact center employees to focus on critical aspects of their performance and identify opportunities for improvement. integration, the Speech Analytics solution’s category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. metadata and the categories’ Hit/No Hit actual values are exported to Scorecards.

The integration allows the system to create Speech-based source measures in Scorecards. Once source measures have been created in Scorecards, administrators must create the KPIs associated with the Speech Analytics source measures manually. With these KPIs, Scorecard users can view speech categorization results per employee and employee group.

For detailed information about integrating with Speech Analytics, see the Speech analytics source measures section of the KPI and Source Measure Reference Guide.