Managing customer interactions

Voice AI provides tools to allow managers to monitor and evaluate interactions between a customer and a CSR. Managers can use real-time alerts and live transcripts to monitor critical situations. Call summaries and post-call analytics help managers to coach CSRs.

Beginner

Inglese

After completing this module, you should be able to:

Configure a topic to trigger a real-time manager alert.

Use alerts and live transcripts to monitor critical situations.

Use post-call analytics to improve agent productivity.

Disponibile nelle seguenti missioni:

Pega Voice AI v2

Topics

Manager alerts

5 mins

Creating a manager alert

5 mins

Call summaries

5 mins

Module Quiz

5 mins