The customer intent field in the Delacon call log provides a categorisation of each call based on the caller's intent.
The value is based on below logic hierarchy:
1) If CRM upload is used and a sales value has been provided, then customer intent is -> Sales
2) If the call has been scored 4 or higher via the Call Rating feature, customer intent is -> Sales
3) If Speech Analytics is used, customer intent is -> Result of Speech Analytics
4) If IVR capture is enabled, customer intent is -> IVR option description
v) If non of the above, customer intent is -> Business Category
| Hierarchy position | Source | Value |
| 1 | If CRM upload is used and a sales value has been provided | Sales |
| 2 | If the call has been scored 4 or higher via the Call Rating feature | Sales |
| 3 | If Speech Analytics is used | Speech Analytics categorisation |
| 4 | If IVR capture is enabled | IVR option description |
| 5 | If non of the above | Business Category |
Comments
0 comments
Article is closed for comments.