Interaction Analyzer

Interaction Analyzer determines, in real time, when defined words (keywords) are spoken in a telephone conversation that is associated with a workgroup queue. If a keyword is detected, Interaction Analyzer identifies the location in the recording where the word was spoken. Interaction Recorder can provide access to recorded conversations that indicate where keywords were spoken. IC Business Manager can use Interaction Analyzer and Interaction Supervisor to alert contact center supervisors in real-time and provide statistics on current calls.

The supporting files for Interaction Analyzer components are automatically installed with the CIC server and workstation application installs.

For licensing, requirements, and configuration instructions, see the Interaction Analyzer Technical Reference in the PureConnect Documentation Library.