To take our customer experience to the next level and perfect our data analysis processes, we have successfully integrated a comprehensive labeling system into our Video Call workflows. From now on, video calls can be categorized end-to-end, just like chat and voice calls.
🛠️ What Have We Accomplished?
1. Empowered the Admin Panel
Category Expansion: We added the Video Call option to the dropdown menu on the System Administrator > Labels page. You can now create specific label sets dedicated to video interactions.
Timeout Synchronization: We ensured that the "Labeling Timeout" setting now applies to video products as well, maintaining operational standards across all channels.
2. Launched a New Page: "Previous Video Calls" To make managing call history effortless, we developed a brand-new page:
Label Column: We added a dedicated Label column next to the video call details, where all applied labels are listed.
Real-Time Tracking: We built the infrastructure to instantly identify calls without labels and ensured that applied labels reflect in the column in real-time.
3. Updated Supervisor (SPV) Screens
Filtering Feature: We added a "Label Filter" to the SPV Video Call Recordings screen. Accessing specific call topics is now much faster.
Quick Actions: We defined the "Add Label" option under the three-dot menu for each recording, allowing for easy retrospective labeling.
4. Detailed Reporting
Video Call Details Report: We included label information for every entry in the report. Any changes made are now reflected in real-time in newly generated reports.
💡 What Value Does This Bring?
Strategic Analysis: We made it possible to clearly analyze the core themes of our video calls.
Data Consistency: By eliminating missing labels, we have minimized reporting errors.
Operational Speed: By enabling labeling during active calls, we have reduced the post-call workload for agents.