In the Call Review Console, Agent Voice ID customers can now manually override the automatically assigned agent using a dropdown menu populated with enrolled agent names from ValidSoft.
Benefits:
- Agent Voice ID voice biometrics may occasionally fail to capture or misidentify agents, leading to inaccuracies in Agent Scoring and requires manual work to fix.
- Now, customers can easily correct the agent name in the drop down, saving time and improving accuracy for reports.
Customer Action:
- This enhancement will be available to all Agent Voice ID customers; no action needs to be taken by the CSM or customer.
- Customers enabled for Agent Voice ID will see a pop-up when opening a Call Detail announcing the new functionality.
