Set the Score for a Keyword

It is through keyword scores that Interaction Supervisor displays score statistics for interactions, including the largest positive and negative scores and the cumulative score in the real-time workgroup queue view.

To set the score for a keyword

1. Open Interaction Administrator, either remotely or directly on the CIC server. The Interaction Administrator window appears.

2. In the navigation pane, expand the Interaction Analyzer container and then click the Keyword Sets object. The Interaction Analyzer interface appears in the right pane.

3. Click the keyword set that contains the keyword for which to set a score.

4. Locate the keyword for which to set a score.

   

5. Next to the keyword entry, click the 0 (zero) in the Customer score or Agent score column. The scoring box appears in edit mode.

   Tip:

   If you assign the keyword set to only one channel, it is not necessary for you to set a score for both channels.

   

6. Type or select a score to assign and then click Save. Interaction Administrator assigns the score to the keyword and saves the keyword set.