Introduction

The “Speech Analytics for This Call” component is used in Voice Routing to send the call passing through that point in the flow to the Speech Analytics intelligent service, in order to analyze and evaluate the interaction between agents and customers. This helps validate what was said in the conversation, generate reports quickly, and reduce the need to listen to full recordings.

Please note that this component does not configure Speech Analytics by itself: it only marks/routes the call to be analyzed. For it to work, the service must be active in the operation via wolkvox Manager.

Requirements

You must activate Speech Analytics in the operation. The path is:

1. wolkvox Manager Configuration.
2. “VOC” tab.
3. Check the “Activate Speech Analytics” box.
4. Click “Save”.

Configuration

Place the “Speech Analytics for This Call” component before passing the call to the agent or skill to ensure the call is marked for analysis from the appropriate point.

Note: This component does not have a configuration panel.