What tool is used within Service Cloud Voice to analyze customer interactions?

The correct answer is Einstein Analytics, which is specifically designed to analyze customer interactions within Service Cloud Voice. This tool provides advanced analytics capabilities that go beyond basic reporting. With Einstein Analytics, users can create custom dashboards and visualize data to gain insights into customer interactions, trends, and outcomes.

This analytical tool leverages AI to help identify patterns and provide predictive insights that enhance the understanding of customer behavior. This allows businesses to make informed decisions about service improvements and customer engagement strategies based on the data they gather from interactions.

While Salesforce Reports is a standard reporting tool, it lacks the advanced analytical and predictive features that Einstein Analytics offers. Customer Feedback Surveys are useful for gathering customer sentiment but do not focus on analyzing overall interaction data in depth. The Predictive Analysis Tool, while related to predicting outcomes, is less specific compared to the robust capabilities provided by Einstein Analytics in the context of analyzing comprehensive customer interactions.