Users in Interactions

The Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. application has two types of users: leaders and members.

Leader is typically a Supervisor, Trainer, Quality Specialist, Manager, or Administrator. A member is typically the agent to record.

To exist in the system, a person must be assigned to one of the organizations or groups as a member, a leader, or both.

In general, users that are assigned to organizations or groups as leaders can access recordings, evaluations and assessments of employees assigned to the organization or group as members.

If you have only one organization or group and assign all users to this organization or group, all users assigned as leaders are able to access the recordings and data of all the users assigned to the organization or group as members, and they are also able to generate reports on these members, assign training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions. material to them, and so on.

To limit the ability of leaders to access the recordings of some of the employees, create multiple organizations or groups.

Users can be assigned to one organization or group as a leader and to another organization or group as a member. They can also be assigned as both a leader and a member of the same organization or group.