OI-Q Interaction Mode

What it's for

Think of it as an analyst reading every transcript and filling in the same column on a spreadsheet — except OI-Q does it in minutes, and applies the question the same way every time.

Answering a consistent question across hundreds of conversations is slow to do by hand, and different reviewers answer differently. Interaction Mode applies your question at scale. Some examples of what it's good for:

• "Did the agent offer a payment extension?"
• "Why did the customer call back?"
• "What was the customer's attitude towards the OI Debit Card?"

Results land back in the Transcript View table, where you can sort, filter, count and export them like any other column.

Not sure which OI-Q mode you need? Interaction Mode gives you one answer per interaction - good for checking, tagging and counting. If you want one answer for the whole group instead - themes, summaries, patterns - see OI-Q Cohort Mode.

New Insights OI-Q Features

• Results can be appended to the transcript table as Prompt and OI-Q Response columns. They're numbered as you ask more questions (Prompt 1 / OI-Q Response 1, Prompt 2 / OI-Q Response 2), then ready to export.
• You choose your analysis mode explicitly (Interaction or Cohort) each time you start.
• Jobs run in the background, and a notification appears when your results are ready.

How to use it

1. Select interactions in Transcript View, up to 1,000. Click to select, or shift-click to select a range. If you open OI-Q without a selection, you'll be prompted to select interactions first.
2. Click Assess in OI-Q in the selection action bar.
3. Choose Interaction Mode.
4. Enter your question. OI-Q runs it against each interaction individually. If other requests are ahead of yours, you'll see a queue indicator.
5. Review the responses - each interaction gets its own answer.
6. Append results to the table to add your prompt and the responses as columns in Transcript View. From there you can sort, filter and export them.

Summarise with OI-Q² (optional)

OI-Q² reads all the Interaction Mode responses and returns one combined answer. It works from the responses, not the original transcripts.

• OI-Q² shows an Analysis Capacity bar indicating how much of the available capacity your responses use. If you're over capacity, reduce the number of responses and try again.
• You can run several OI-Q² follow-ups on the same set of results.
• Ask a different question by starting a New Chat. It uses the same selection, but Interaction Mode doesn't carry memory between questions, so each new question is a fresh run.

Tip for better results: ask for short, structured answers, such as "Answer Yes or No, then quote the relevant line" or "Choose one of: A, B, C, Other." Structured answers make the appended columns easy to sort, filter and count.

Use cases

Finding coaching examples for an agent's call endings

A team leader is preparing for a coaching session and wants real examples of an agent ending calls without clearly setting out next steps for the customer.

1. Filter to the agent and time period. Click Time and set the date range you want to review, for example the last month. Then open Filters, select Agent, choose the agent and click Apply.
2. Find the inquiry. In the classification filter bar, click Inquiries and find I've got an issue with something. Hover over its bar and click View Transcripts. The table now shows only this agent's interactions for that inquiry and period.
3. Select the interactions. Set Records to show to cover the sample, for example 100. Click the first row, then shift-click the last row to select them all.
4. Run OI-Q in Interaction Mode. Click Assess in OI-Q and choose Interaction Mode. Enter a prompt that asks for a clear answer first, then detail only where it's needed, for example: "Did the agent provide appropriate next steps? Print Yes or No. If No, also provide a summary of where they left the conversation."
5. Review the responses. A progress bar shows how many responses are complete, for example "100 transcript responses complete." Each interaction has its own numbered response. The "Yes" answers are short, so the "No" answers and their summaries stand out as you scroll. Click the arrow next to any response to read it in full.
6. Append the results to the table. Click Append response to transcripts table. Your prompt and each interaction's answer are added to Transcript View as new columns. Open the full transcript for each "No" to read exactly how the call ended before using it in coaching.
7. Spot the patterns with OI-Q² (optional). Click OI-Q² and ask about the responses as a group, for example: "Across the No responses, what are the most common ways the agent leaves the conversation? Suggest three coaching points." This gives the team leader a short summary to open the session with.
8. Prepare the coaching pack. Click Manage Columns and keep only what's useful for the session: Interaction Date, Inquiry, Handle Time, Predicted Satisfaction, Transcript, the OI-Q Response column, and Source ID (so recordings can be pulled if needed). Click Apply, then Export.