Page Comparison

Applications Page

...

In this module, we will learn to build an application based on call backs and process calls through it to see the results.

✅Your Turn:
At the top of the screen, access “Applications”from the “Settings” drop-down menu. Image Modified

1. Here you can see the same applications such as the Agent Scorecard application, which were available on the Dashboard.

...

✅Your Turn:
Click on the “ + “ icon to create a new application Image Added

Firstly, we can decide which company and organization we want to install this application onto.

Next, we are going to call this application “Call Backs”

Lastly, we want to link this application to folders.

✅Your Turn:
Copy the settings in these fields, and link to all available folders. Image Added

2. You will see notifications on the progress of creating this blank new application; these will disappear shortly.

3. You return to the options menu by clicking on the icon here.

4. The “ X “ icon to the right allows you to delete applications.

...

✅Your Turn:
Next, we want to edit the structure and phrases of the “Call Backs” application. Click the “cog” icon here. Image Added

...

Categorization

When creating a blank application, some sample categories and phrases will be added automatically to help guide you.

1. These are top level categories. Think of it like a folder system on a computer; folders can contain other folders for further categorization.

2. These are 2^nd level categories for the highlighted top-level category.

...

✅Your Turn:
It’s easiest to start completely from scratch, so click on the “ X “ icons on both of the top level categories to delete them. Image Added

Now that you have a completely blank application, you will want to start by making a top-level category.

✅Your Turn:
Click the “ + “ icon to create a top-level category. Then, name it “Client Call Back” and save it. Image Added

3. You will notice a leaf icon next to “Client Call Back”, this is because the category currently does not have any sub-categories.

...

✅Your Turn:
Let’s add a couple sub-categories to Client Call Back by clicking the “ + “ icon here. We will be naming these sub-categories “Difficulty” and “Waiting”. Image Added

4. The sub-categories you added end up on the right column.

5. Notice the leaf icon has transitioned to the sub-categories now that “Client Call Back” is no longer a leaf level.

...

...

Filters, Phrases, Terms

Let’s add some difficulty-related phrases to the “Difficulty” sub-category.

We will be looking for calls where the client is saying they are experiencing difficulty.

✅Your Turn:
Select the “Difficult” sub-category, ensure you have the drop-down selected to “Client”, and then add the following phrases: difficult* have trouble~2 having trouble~2 Image Added

Your application should look like this now.

Let’s add phrases to the “Waiting” sub-category now.

We will be looking for calls where the client mentions that they have been waiting.

✅Your Turn:
Select the “Waiting” sub-category, ensure you have the drop-down selected to “Client”, and then add the following phrases: been waiting~2 waiting hold~2 wait hold~2 been hold~2 been holding~2 Image Added

Your application

...

should look like this now.

Now let’s add Call Filters. These will ensure we only get results for the “Difficulty” and “Waiting” sub-categories if the call passes through the filter first.

Your application should look like this now.

The idea here is that only calls where the client mentions call backs will move onto the next step of categorization into “Difficulty” and “Waiting.”

✅Your Turn:
Lastly, let’s add a metadata filter to exclude any calls where the duration is too short or long. Image Added
There are a variety of metadata filters to choose from, but we will be using the ”Call Duration” filter this time. Set the filter to only allow calls between 0:30 and 20:00. When you finish, click ”Add” to add the metadata filter Image Added

Metadata filters you add end up in the top section in green.

...

✅Your Turn:
Now that we have phrases and filters, let’s learn how to download this phrase library. Open the drop-down menu and select “Download Phrases.” Image Added