Contents

Introduction to Interaction Analyzer

One of the most important aspects of a contact center is the knowledge that agents are handling customer interactions with a good level of performance. Often, customers call with complaints, concerns, or problems, which can make that customer emotional. The purpose of the agent is to alleviate the problem as best as possible and retain the business of the customer.

To ensure that agents are doing their job sufficiently, many contact centers employ call recording to verify that customer interactions are handled appropriately. These contact center systems enable you to record calls and review them later. However, with the advent of Interaction Analyzer in the Customer Interaction Center (CIC) product suite, you can determine the quality of contact center interactions in real time. You can take appropriate action while the interaction is still active.

Recording analysis before Interaction Analyzer

Previously, with many analysis products, contact center supervisors had to select which voice interactions were recorded and then which recordings were analyzed. There are, usually, not enough resources to record, monitor, and then analyze all voice interactions for appropriateness, word usage, agent conduct, customer reactions, and so on.

A 75-agent contact center can process approximately 10,000 calls each day. Of those calls, approximately 1000 calls (10%) are recorded randomly. Of those recorded calls, approximately 200 calls (2%) are analyzed for quality assurance. The following diagram displays a visual representation of these ratios:

The result of this method is that 98% of the calls in the contact center are not analyzed for content and quality.

Real-time keyword spotting with Interaction Analyzer

Interaction Analyzer allows you to record and analyze all voice interactions in real time. It does the following actions:

Identifies each defined keyword that the participants use in an interaction
Displays the aggregated score in IC Business Manager views
Bookmarks the keyword in the call recording

This capability negates the need to spend resources on manual analysis of random recordings and provides complete coverage of voice interactions in the contact center.

Interaction Analyzer integration

Interaction Analyzer is not an independent product. It is a feature that is integrated in multiple products within the CIC suite. The following diagram displays how the different products cooperate to provide the functionality and robustness of Interaction Analyzer.

The following table describes each step in the Interaction Analyzer process:

Item	Description
1	Using the Interaction Analyzer interface in Interaction Administrator, you define your keywords and phrases. Through this interface, you also enter user-defined pronunciations, anti-spellings, and confidence thresholds. You configure what interactions are analyzed and what keyword sets are used through the Interaction Recorder Policy Editor interface in Interaction Administrator.
2	The keyword sets and policies are stored on the Customer Interaction Center server.
3	A call enters or is placed within the contact center. Interaction Recorder searches existing policies to see if the call should be recorded, if it should be analyzed, which keyword sets are used.
4	Interaction Media Server begins recording the call and analyzing the conversation, looking for defined keywords.
5	Using IC Business Manager, a contact center supervisor can watch interactions in real time and monitor the weighted scoring of each interaction. If necessary, the supervisor can listen to or take part in problematic calls.
6	When the call completes, Interaction Recorder archives the recording to a file server.
7	Using the Interaction Recorder Client interface in IC Business Manager, the supervisor reviews interactions and sees where defined keywords and phrases were spoken in the interaction.

Interaction Analyzer installation

Interaction Analyzer is integrated into the following products in the CIC environment:

CIC server
Interaction Administrator
Interaction Media Server
Interaction Recorder Client
IC Business Manager

All of these products incorporate Interaction Analyzer within their respective installation programs. As such, there is no separate installation for Interaction Analyzer.