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根據與連絡中心的過去參與,以及針對這些參與記錄的情感,瞭解客戶的目前情感。
情感指標圖表以 1 到 5 的級數顯示客戶的情感,其中 5 的分數表示客戶對互動感到滿意。分數為 1 表示客戶服務互動令人失望,而分數為 3 是中立評分。
客戶服務代表可以按一下「檢視分析」 來開啟「情感分析」卡片,並取得過去參與的詳細資料。分析卡片會顯示每個參與互動的詳細資料,例如原因、出席者名稱、管道、開始日期時間和情感。參與互動旁邊有一個圖示,指出通訊管道。預設圖示為語音通話。
「情感指標」是 Insurance Agent Console 上預先設定的 FlexCard 元件。如果您的「保險工作人員主控台」缺少「情感指標」卡片,請移至 Lightning 應用程式產生器並將 OrganicINSISESentimentIndicatorCard 新增至版面配置。
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