Conversation Types

Conversation Types define the types of conversation that Quality Management can process in review and reports. There are two sources of conversation type: 

• SYSTEM - built into the system; enable Quality Management to extract conversations from the Conversation Explorer to be reviewed. 
  

  

• USER - created by a user to review conversations from other (external) systems. These types can be edited (renamed) on the Conversation Types screen. When chosen in a review, there will be a placeholder in the QM review instead of the actual conversation, since that can be found in a different system.
  

  

  
  For more information, see the Conversation Review - Grading Form.

Working with Conversation Types

To add a conversation type:

1. Select Conversation Types in the left-hand menu.
2. Click New.
3. Type a conversation name in the Name field.
4. Click Save.

To delete a conversation type:

1. Select Conversation Types in the left-hand menu.
2. Select a conversation type to delete.
3. Click Delete.

To edit a conversation type:

1. Select Conversation Types in the left-hand menu.
2. Select the conversation type to edit.
3. Click Edit.
4. Edit the conversation name in the Name field.
5. Click Save.

The system conversation types cannot be edited, or removed.