Viewing Voice Transcripts and Sentiments in SupportHub Cases

Introduction:

SupportHub now includes Voice transcripts in Cases, giving you a complete view of conversations, detected sentiments, and their impact on Case Scores, all in one place. 

Key Features and Advantages:

• Voice Transcripts in Cases: View complete voice conversations directly within Case details, shown as a single comment block with clear agent and customer identification.

• Sentiment Detection: Automatically detect and display sentiments from voice conversations to better understand customer interactions.

• Impact on Case Scores: Case Scores are influenced by detected sentiments, helping you prioritize and manage Cases more effectively.

• Unified Visibility: Access both text and voice interactions in one place for a complete view of customer communications.