Which feature is part of the ECI Coaching Use Case?

The feature of providing sentiment analysis aligns closely with the ECI (Employee Coaching Intelligence) Coaching Use Case, as it plays a critical role in understanding customer interactions. Sentiment analysis enables contact center agents and management to gauge the emotional tone of customer communications, helping to identify areas where agents excel or may need improvement.

In the context of coaching, this analysis can provide actionable insights for performance enhancement, allowing managers to tailor coaching sessions based on individual interactions. By recognizing whether a customer’s sentiment is positive, neutral, or negative, managers can better equip agents to handle similar scenarios in the future. Thus, sentiment analysis directly supports the goal of enhancing agent effectiveness and improving overall customer satisfaction through targeted coaching strategies.

Other options, while relevant to customer experience and operational effectiveness, do not specifically connect to the core objectives of the ECI Coaching Use Case in the same way that sentiment analysis does.