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.