Customers have access to a library of topic centered voice analytics tutorials. These short tutorials may be used by new users prior to more in depth training or by more experienced users that want additional tips or refreshers. The short and targeted nature of these videos offers the benefits of an anytime, self-service learning environment.
Speech Analytics Topics include:
VOC Analytics Program Overview – This series presents viewers with the breakdown of how their CallMiner Eureka Voice of the Customer Analytics system works, what it can and cannot do, as well as a detailed explanation of what speech recognition is, how it affects accuracy, and what CallMiner Eureka does to ensure the highest accuracy possible. This series also offers detailed explanations of the terms and definitions that users will need to be familiar.
Discover Overview – This series presents viewers with an overview of the customizable dashboard available in Discover. Interpreting visualizations and drilling through to more details and playback is also covered in this series.
QM Agent Explorer – This tutorial series shows users how to effectively navigate through the features and functionality within CallMiner Eureka’s Discover Quality Monitoring Agent Explorer component. A detailed explanation of how to navigate through Agent Explorer outlines sort and toggle features as well as customizable drill paths.
QM Scorecard – This series teaches users to effectively navigate through the features and functionality within CallMiner Eureka’s Discover Quality Monitoring Score Card component. Users will learn to use filters and create drill paths to create targeted score cards based on the score configurations created in the Score Builder component
Search Navigation and Overview – Upon completion of this tutorial series all users should be able to effectively navigate through CallMiner Eureka’s Search component. Users will learn how to navigate between views including Tag Cloud and chart views. Users will also learn how to navigate through Filters and Favorites panes when creating searches.
Searching for Contacts – This tutorial series focuses on CallMiner Eureka’s Search component’s logic and syntax. Users will learn how to use the various logic and syntax involved when searching for multiple terms as well as single search terms and wildcards. Chat syntax is also covered in this series.
Advanced Search – This tutorial is intended to supplement and act as a ‘refresher’ for advanced users or analysts who have received the onsite delivery of this training module. Users will learn about category development along side single and multi-component searches that employ thresholds and weights.
Score Builder – This tutorial is intended to supplement and act as a ‘refresher’ for users who have received the onsite delivery of this training module. Upon completion of this tutorial series all users should be able to effectively navigate through the features and functionality within CallMiner Eureka’s Score Builder component.
Reporting – This series provides users with the knowledge required to effectively navigate through the features and functionality within CallMiner Eureka’s Reports component. Topics include navigating the reports list, filtering reports and scheduling subscriptions.
