Contents

Overview of Interaction Analyzer

Interaction Administrator allows you to define the keywords that Interaction Analyzer uses to monitor conversations between agents and customers. You can assign scores to keywords to indicate their importance, and define thresholds for each keyword to indicate how certain Interaction Analyzer must be in its identification of a keyword. When a keyword is spoken in a phone conversation associated with a workgroup queue, Interaction Analyzer detects the word or phrase and identifies and marks the location in the recording where the word or phrase was spoken. CIC subsystems use this information to evaluate customer interactions.

Note: For more information regarding Interaction Analyzer, see the Interaction Analyzer Technical Reference in the PureConnect Documentation Library.