Conversation Types define the types of conversation that Quality Management can process in review and reports. There are two sources of conversation type:
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SYSTEM - built into the system; enable Quality Management to extract conversations from the Conversation Explorer to be reviewed.
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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:
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Select Conversation Types in the left-hand menu.
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Click New.
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Type a conversation name in the Name field.
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Click Save.
To delete a conversation type:
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Select Conversation Types in the left-hand menu.
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Select a conversation type to delete.
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Click Delete.
To edit a conversation type:
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Select Conversation Types in the left-hand menu.
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Select the conversation type to edit.
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Click Edit.
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Edit the conversation name in the Name field.
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Click Save.
The system conversation types cannot be edited, or removed.