Introduction
Unified CCE leverages Artificial Intelligence (AI) and Natural Language Understanding (NLU) to provide services that assist agents. These services are available for the agents in the Cisco Finesse desktop gadgets.
In the Transcript gadget, you can view in real-time, the voice conversation that was dynamically converted to text.
In addition, you can view the transcript of the voice conversation between the customer and virtual agent that happened before the call was transferred to you. You can also view a Highlights panel that displays the intents and intent parameters based on customer's query. The Highlights panel also displays a confidence score for each intent, and a customer sentiment indicator for each intent and for the entire call.