Flipping an interaction's participants
Sometimes interactions are recorded or transcribed from the written text with the customer and agent on a single channel. Creovai separates these into multiple participant channels (i.e., agent, customer, system for a chatbot). In the case of a call interaction, Creovai will split this mono call into multiple channels for agents and the customer.
If Creovai is uncertain whether the channel splitting is correct, you can either flip the participant channels or confirm that the participants are on the correct channels on the interaction's details.
Required: You must be a Creovai admin with category builder rights to perform this task.
Benefits:
- Easily fix incorrect participant channel assignments.
- Provide better results from Search & browse filtering (i.e., mono participant identification).
- Increase the number of interactions available for analytics that rely on accurate participant assignment.
Flip the interaction's participants:
If you notice an interaction where the agent is speaking on the customer channel, click the Flip participants button in the Interactions details sidebar.
Note: This feature is only available for interactions with exactly two participants.
Creovai will then:
- Display a flip participant confirmation message at the top of the screen.
- Queue this interaction for reprocessing to get more accurate category hits. After the interaction is reprocessed, the channel participants will be updated in the opposite order.
- Return this interaction when filtering for all mono call type interactions in the Search & browse filter type called Mono participant identification.
Note: The interaction may take a few hours to reprocess depending on the number of interactions already in the processing queue.
Tip: If you inadvertently flipped the participants, you can flip them back by refreshing the browser page and hitting the Flip participants button again.