Metadata Detection

Metadata Detection is a feature that detects the presence of a particular metadata attribute value in the metadata of a recorded 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.. When the system detects that a metadata attribute value is present, the system takes an action. Examples of the actions the system can take include alerting employees about the interaction through email, executing a desktop popup message or DPA alert, or tagging the interaction metadata with custom data.

Use this feature in any scenario when a particular metadata attribute value on a recorded interaction provides useful intelligence to your enterprise.

Usage example

You can use this feature to detect when an interaction originates from a particular telephone number.

In this example, assume that your enterprise learns that fraudulent transactions have been conducted from someone who phones from a particular telephone number (or ANI). Configure the system to detect when that particular ANI value is present in the metadata of an interaction, and then alert employees about the interaction.

Watch lists

Before using the Metadata Detection feature, create a watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise.. The watch list contains one or more values for a single metadata attribute.

When a watch list contains metadata, the system uses the watch list to detect when any one of several possible metadata attributes is present on an interaction.

For example, you can add the ANI metadata attribute to a watch list. The watch list lists several different ANI attribute values that you want the system to detect on an interaction. When any one of these ANI attribute values is detected in the metadata of an interaction, the system can alert employees in your enterprise.

Recorder Analytics Rules

Configure a Recorder Analytics Rule to instruct the system to analyze interactions for Metadata Detection.

The Recorder Analytics Rule specifies the interactions to analyze, invokes the Recorder Metadata Engine, and specifies the watch list the system uses to detect metadata attribute values.

The Recorder Analytics Rule also instructs the system to take a specific action when the engine detects that a specified metadata attribute is present on a recorded interaction.

Some examples of actions the system can take include:

Alert - The Recorder Analytics Rule can trigger an alert. The alert notifies employees that a particular metadata attribute value was present in an interaction. The alert can be an email message, a popup window in desktop applications, or a DPA alert.

The Metadata Detection feature ensures that employees are alerted within seconds of the moment that the presence of the specified metadata attribute value is detected in an interaction.
Tag - The Recorder Analytics Rule rule can tag the interaction with a specific user-defined text string. This text string is stored in a Custom Data field and included in the interaction metadata. When searching for interactions, users can enter this text string to search for all interactions in which the metadata attribute value was detected.

The metadata attribute values detected during an interaction display beneath the 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. playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. tool when replaying an interaction. In the Interactions tool, the user can click these values (or bookmarks) to navigate directly to the point in the interaction where the metadata attribute value was detected.

Access to the feature

By default, the Metadata Detection feature is enabled for all customers licensed for Identity Authentication and Fraud Detection. If you do not want to use the feature, your administrator can disable it.

To disable the feature, the administrator can go to System Management Module that allows performing suite-wide system management activities from a single, Web-based application, the Enterprise Manager.. Under Licensing Management, select System Licensing. Clear the Metadata Engine feature provided under IAFD.