Understanding Contact Lens' capabilities
When Contact Lens processes data, it shows up in the Contact search portion of the Connect management interface.
The Contact search section is available in the left-hand menu, under Metrics and quality. You can see how to access Contact search in the following screenshot:
Figure 12.10 – Accessing Contact search
When you select this menu option, you will be presented with a screen that offers many options to limit your search. There are several criteria, but we are primarily concerned with the date fields. Since you just made your test call, make sure that the date fields are identified, as illustrated in the following screenshot:
Figure 12.11 – Contact search
If you scroll down, you will see additional parameters. There is a section called Sentiment score (Figure 12.12). You can use these search criteria to narrow your findings when your call center is live—for instance...
