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Talkdesk AppConnect: Installing Simple Emotion Call Analytics

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Simple Emotion is now available for installation! Here's a little information about Simple Emotion Call Analytics:

One of the few true touchpoints with customers is their conversations with sales and support. Today, these voice recordings either sit unanalyzed or are mined for limited data like call length or call context. Simple Emotion provides highest depth and fidelity of analysis for conversations by examining the words and how those words are said. Our patented algorithms are helping businesses understand their customers in new and exciting ways.

For more information, please see their AppConnect listing.

 

Installation:

Users with permission to install apps can click "Install" from the AppConnect listing page. This will launch an installation wizard within Talkdesk. Please note that apps are installed for the account.

All users with the default Admin role have the ability to install apps. We recommend installing the app for all Admins so they can also launch and manage the app. Otherwise, you may want to create a separate "AppConnect Admin" role if you want to restrict this capability.

During the installation flow, select the users whose data you'd like to analyze.

Performetric.png

Data Access:

When you install Simple Emotion, it will grant Simple Emotion access to process the call recordings associated with your selected users. For this application, only Admins can access call analytics. As the installing Admin, you will be prompted when you first launch the app to promote other users such as supervisors so that they can also access the call analytics. For more information about Simple Emotion permissions, please see their support article.

Note: Simple Emotion only has read access to your data.

 

Application Access:

The current application is designed for Admins, although Simple Emotion plans on developing separate experience for agents as well so that they can analyze calls that they handled.

By default, any user with the default Admin or Supervisor role will be able to launch the Performetric app once it is installed for those users. For users with an Agent or custom role, please ensure that the AppConnect Applications permission is enabled from Admin > Roles so that the My Apps dropdown is visible to launch apps.

Agent_Permissions.png

Uninstall:

To uninstall Simple Emotion for specific users, hover over the app in the My Apps dropdown to surface the settings management icon:

Simple_Emotion_Settings.png

From there, simply deselect the users whose access you want to revoke. This will also discontinue the sharing of data for these users:

Simple_Emotion_Uninstall.png

To uninstall Simple Emotion for the entire account, click the ‘Uninstall app’ icon at the bottom left.

Note:  The application will be unistalled for all users and any data or configuration will be deleted. This action cannot be undone!

 

Billing:

All applications come with a free 30 day trial and, should you choose to purchase, will continue month-to-month without any contract. App purchases will show up as an additional line item on your Talkdesk invoice.

  

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