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Profanity Category

Question asked by laceymayfield Expert on Aug 3, 2017
Latest reply on Aug 10, 2017 by charles

Hello Everyone!


I am currently trying to develop a category to capture profanity usage by the customer. The idea behind this is to score associates and if we see that a certain associate has significantly more calls with the customer using profanity, than the rest, this could be a cause for concern. Is the associate being unprofessional or provoking the customer?  I am using speaker separation and have the average curse words/phrases, but it does not seem to be enough to get a high positive hit rate. Does anyone have any suggestions for me to help? Thank you so much!