When Patient Prism analyzes a phone call, the system can automatically associate a user with the call to indicate that that user was the "Agent" who answered the call.
Allowing calls to be associated with an Agent enables the Agent to Report to show booking percentage and call score summaries per agent.
Agents are assigned to phone calls using two methods that can work together:
1. Name Matching
2. Voice Fingerprint
The system will first try to name match.
If the name in the transcript does not match or if more than one user with the same name is announced, it will attempt to use the Voice Fingerprint feature.
Company Administrators can toggle between using Name Matching and/or Voice Fingerprint.
To do so:
-
Click this link.
- The link above should bring you to the Trigger System, where you should see one Trigger.
To modify, click View:
- Click the three dots on the top right and then Edit:
- You can now toggle the features on or off and then Save: