Trigger rule with transcriptions
Greetings sports fans!
We would like to identify calls where the answering agent did not answer with the proper business greeting or perhaps did not give their name. This might be accomplished via a Trigger if the workflow could contain one or both of the following:
1) Ability to select "if transcription DOES NOT CONTAIN..."
2) Ability to select "Agent, Caller, Anyone" in the trigger/transcription rule.
The other thing that second option would provide would be the ability to re-run the trigger/rule individually for the agent or caller side in order to catch keywords that were missed by the Keyword Spotting tool (which happens frequently).
Since the Voice Analysis already separates the caller and agent audio, hopefully this may not be a complicated ask.