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Scoring

Robin Feb 15, 2017 10:53AM MST

I'd like to know the process in how these are scored? My store is constantly having calls marked missed opportunity when the calls are from Goodyear letting me know my truck is done or a customer calling in to ask where their delivery is, or the most recent one was a customer seeing if her special order came in and we don't have all the pieces. Could you please explain how these things are being marked as missed?

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Dominick Feb 16, 2017 01:13PM MST Convirza Agent

Our Conversation Analytics process begins after the call has ended from where the recording runs through our system to mark the indicators. It boils down to one of two things. Either there was an error in the transcription so we didn’t analyze correctly,Or we haven’t built the language used on the call. If you call our support we can get a better reason as to what happened on specific calls our number is 855-889-3939.

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