Operative Intelligence

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How to view examples of interactions by inquiry including viewing the transcript and interaction details.

How OI classifies interactions with 2 or more stated contact reasons

How to identify what call type and agents to focus your coaching effort on.

This article explains the process to see how much volume has been received for an inquiry

This article describes the process to filter and view the volume of customer interactions received for one or more inquiries over time.

This article explains how to track the performance for a specific inquiry against a metric of interest.

Use the OI Performance Heat Map to understand which agents may need help with a particular inquiry type, and which are high performers.

This article explains what to do if you identify an interaction where the classification doesn't match the customer's stated inquiry.

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