Interaction Analyzer

Differentiate Analyzer Keyword Icons in Recorder Playback

New icons in the Interaction Recorder playback control provide easy identification of positive, negative, or unscored keywords, and differentiates between agent and customer channel. Agent is indicated with right arrows, and a customer is indicated with left arrows.

New Interaction Recorder playback control icons

Analyzer Keyword Configuration through Recorder Policy

Interaction Analyzer now determines which conversations to analyze for keywords, based on Interaction Recorder policies instead of CIC workgroups. You can now assign your new or existing Interaction Analyzer keyword sets to roles and workgroups through Interaction Recorder Policy Editor in Interaction Administrator. This feature provides much greater flexibility in assigning Analyzer keyword sets, and also enables the use of Interaction Analyzer for calls outside of ACD workgroups.

Analyzer Language Model - Turkish

Interaction Analyzer now supports the Turkish language.