After a call ends, you can access an unredacted transcript of the conversation within the CCP or agent workspace. This transcript provides a comprehensive record of the interaction, allowing you to review the entire conversation and extract relevant information for your notes.
Transcript Details:
The transcript includes any categories identified by Contact Lens. For instance, issues identified during the conversation are timestamped for easy reference.
Example:
If a call is transferred to you from another agent, you will have access to the unredacted transcript of their conversation with the customer.
Note: Customer sentiment score is not included in the CCP or agent workspace.
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