What is SpeechIQ?
SpeechIQ is LiveVox's Speech Analytics platform that analyzes call recordings by using important interaction data such as, silence time, talk time, keywords, agent/customer sentiments, and script compliance to enable an accurate evaluation of an agent's performance. You can view all the interaction data in a single place to accurately and consistent...
What Is a Scorecard Category?
An effective evaluation program needs a well-balanced scorecard, which contains questions that address key performance indicators (KPIs) and factors affecting the specific goals of a business. To achieve this, the scorecard contains a flexible scorecard builder that you can use to create different types of questions (such as logic-based, optional, o...
How Do I Create a Scorecard?
U17 To create a scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecards.The Scorecards window appears. On the Scorecards tab, click New.The Settings tab appears. Specify values in the following fields. Field Description Name Enter a name for the scorecard. Group Select the group based on w...
Creating or Modifying a Scorecard Category
U17 Creating a Scorecard Category To create a scorecard category: Log in to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard Categories .The Scorecard Categories window appears. On the Scorecard Categories window, click New.The New Scorecard Category window appears. In the Name field, specify a name for the score...
Adding Questions to a Scorecard
An effective evaluation program needs a well-balanced scorecard with questions that address key performance indicators (KPIs) and factors affecting the specific goals of a business. To achieve this, the Scorecards section of the SpeechIQ feature contains a flexible scorecard builder where you can create different types of questions (such as, logic-b...
How Are Grades Added to a Scorecard?
U17 To add grades to a scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard.The Scorecards window appears. Double-click the scorecard for which you want to add grades.The scorecard appears on the Settings tab. On the Grades tab, click New.The Grade Form window appears. Specify values in the follow...
How Do I Delete Grades from a SpeechIQ Scorecard?
To delete grades from the scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard.The Scorecard window appears. Double-click the scorecard for which you want to delete the grades.The scorecard appears in the Settings tab. Click the Grades tab. On the Grades tab, hover over the grade that you want to ...
How Do I Create an E-Learning Assignment?
E-Learning can be utilized within LiveVox's WFO tools (featured in the LiveVox Portal). These learning assignments, sent directly to agents, can help improve agent performance and provide them with a framework on what to improve on in their approach with customers. To create an e-learning assignment: Log on to the LiveVox Portal. On the WFO tab, cli...
How Do I Modify a Work Queue Task?
U17 To modify a work queue task type: Log on to the LiveVox Portal. On the WFO tab, click Work Queue > Work Queue Config.The Work Queue Config window appears. Double-click the task type that you want to modify.The Task Settings window appears. Specify values in the following fields. Field Description Subject Subject of the task. Priority Priority...