Hi,
I am not sure if this is the right forum, but I have been really struggling with the speech analytics program.
The program only works on transcripts of calls that are only "inbound". Where a customer has requested a callback i.e. the direction of call is "inbound/outbound", the program doesn't work on the "outbound" portion which is the callback by our agent. By doesn't work, I mean the program is not spotting topics which is the main point of the speech analytics feature. Sentimental analysis is still working on the other hand.
TLDR: Speech analytics program not working on outbound portions of interactions.
If someone can please help me point in the right direction, thank you!