Call selection

For the Real-Time Analytics (RTA) Framework, Recorder Analytics Rules determine the call selection method for 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. analysis. Each Recorder Analytics Rule evaluates only interactions meeting the criteria defined on its Call Selection tab.

Configure each Recorder Analytics Rule to use one of two possible methods:

Real-time analysis of interactions as they take place
Historical analysis of interactions that have already occurred
- Historical call selection is campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.-based. Historical call selection applies to any interaction that has ended, whether it ended 6 months ago or 6 minutes ago.
- Analysis that occurs within minutes of the end of the interaction is referred to as near real-time processing.

Do not combine real-time and historical call selection into a single Recorder Analytics Rule. Doing so multiplies the complexities involved for configuration and troubleshooting.