Tenor AI™ automatically detects a range of technical anomalies affecting large cohorts of agents or resources, such as regional outages or software update incompatibilities.
Operata provides templates for CCaaS conversational analytics rules to automatically identify calls in real time where one party said a matching phrase for “I can’t hear you” or compliance and legal scenarios.
Operata automatically identifies Terminal CX Events such as mid-call abandons, where one party abandons the call after a conversation has started.
Agent Abuse Events
Working with CCaaS conversational analytics, Operata automatically identifies calls in real time where the agent may have been subject to abusive language.
Agent Mic Use
Identify calls where agents used non-approved microphones, and prompt those agents to change to an approved microphone for the next call.