RELATED IDEAS
recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
We have some new products and features coming out in the near future which should help to meet this need.
Enlighten -
https://help.nice-incontact.com/content/interactionanalyticspro/dataanalysis/widgets/enlightenbehavioralmetricswidget.htm?Highlight=inappropriate
https://help.nice-incontact.com/content/interactionanalyticspro/dataanalysis/widgets/enlightensummarywidget.htm?Highlight=inappropriate
Reporting -
https://help.nice-incontact.com/content/reporting/prebuiltreportsqm/agentbehaviorinsights.htm?Highlight=inappropriate
We also have some Real Time Interaction Guidance (you may hear it referred to as RTIG) that may help too.
https://help.nice-incontact.com/content/reporting/prebuiltreportsqm/agentbehaviorinsights.htm?Highlight=inappropriate