The Single Interaction View (SIV) provides detailed information about each interaction. Users can access the following details in the left panel:
Interaction Details
Date:
The date of the interaction is displayed.Note: The date format can be customized based on your organization’s preferences. For more information, please contact your Adoption Manager.
Agent's Name:
The name of the agent involved in the interaction.Interaction ID:
A unique identifier for the interaction.
Transcription & Audio
Every call uploaded to Mission Control is automatically transcribed. Users can access both the transcription and audio in the SIV.
Transcription:
Time-stamped text transcription of the call.Audio:
Users can listen to the call audio and follow along with the transcription, making it easier to review specific parts of the conversation.
Assessment Types
Automatic Assessment
Mission Control includes an Automatic Assessment feature that evaluates call performance. The system transcribes the call audio into text, identifies the speech of the call taker and caller, and analyzes the conversation based on predefined performance trackers.
For more information on automatic assessment, click here.
Manual Assessment
A Manual Assessment can be submitted by a user with QA Manager access. Manual assessments overwrite the automatic assessment submitted by the system.
For more information on manual assessment, click here.