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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