Creating and managing folders

Use the folders feature to organize verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. and detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. activity and to review replay approval activity (if enabled for the role assigned to you). You can automate the storage of interactions associated with voice biometric results. Assign the interactions to specific folders when creating Recorder Analytics Rules. You can also assign interactions to folders on a case-by-case basis. An interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. can reside in multiple folders simultaneously.

Manual folder assignment

You can assign interactions to folders manually from the search results list of Risk Management or when accessing an existing folder.

Automatic folder assignment

Automatic folder assignment can occur as a result of Recorder Analytics Rule configuration.

For example, you create a folder called “Fraud Detection.” You configure a rule to place watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise. detections in the folder for follow-up and case management by your security team.

Folder creation

You cannot create folders in Risk Management. Create folders using Flag Manager Feature that enables users to create and edit flags for interactions and evaluations.. Access Flag Manager by selecting Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. from the main menu. Under Administration, select Flags.

Folders shared with Interactions

If you change the interactions in a folder, the change is visible wherever the folder is accessed.

• If you add an interaction to a folder in Risk Management, you see the addition when accessing the folder in Interactions.

• If you remove an interaction from a folder in Interactions, you no longer see the interaction when accessing the folder in Risk Management.

Folder visibility

To see a folder, it must be assigned to specific roles or entities in your organizational hierarchy Hierarchy set up by administrators (via the EM) that is structured according to the managerial and employee hierarchy in the company.. You assign folders in Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications.. Access Assignment Manager by selecting Interactions from the main menu. Under Administration, select Assignment Manager.

System-defined folders for replay approval

For organizations using the replay approval feature, Risk Management provides two system-defined folders. To see the system-defined folders, your role must be configured for replay approval in User Management Module that an administrator uses to create a profile for each employee in their organization..

• My Requests

  Provided only when your role has the Replay Without Authorization privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. turned off. By default, all roles have this privilege enabled. If you see this folder, you must obtain approval to replay interaction media.

• Pending Replay Requests

  Provided only when your role has the Replay Approver privilege turned on. By default, no roles have this privilege enabled. If you see this folder, you are an approver (typically the compliance team).

Related topics

Creating and managing cases

Add an interaction to a folder

Remove an interaction from a folder

Move or copy an interaction to a different folder

Remove all displayed interactions from a folder

Refine results shown for a folder

Customizing the search results

Related information 

Flag Manager (Interactions and Analytics Administration Guide)