Integrate Scorecards with Speech Analytics

Speech Analytics is used with the suite to analyze calls recorded in contact centers by recorders. You can use the solution to extract recordings, process them, and make them available to users for speech-based analysis. Users can search calls for specific phrases and terms, identify calls pertinent to key business issues, and determine root causes for the identified calls. With a Speech Analytics/Scorecards integration, the Speech Analytics solution’s category metadata and the categories’ Hit/No Hit actual values are exported to Scorecards.

The integration allows the system to create Speech-based source measures in Scorecards. Once source measures have been created in Scorecards, administrators must create the KPIs associated with the Speech Analytics source measures manually. With these KPIs, Scorecard users can view speech categorization results per employee and employee group.

For detailed information about integrating with Speech Analytics, see the Speech analytics source measures section of the KPI and Source Measure Reference Guide.