Real-time call selection

Real-time call selection occurs as the 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. is recorded. Only interactions already being recorded are eligible.

Real-time call selection uses one of the following options:

• All recorded calls

  Any recorded interaction is selected and evaluated against the Recorder Analytics Rule’s conditions. Use only when you cannot base selection on the recording rules.

• Selected recording rules

  Any interaction recorded as a result of one or more recording rules is considered for selection based on the Recorder Analytics Rule conditions. If a recorded interaction does not meet the conditions defined in the recording rule, the Recorder Analytics Rule ignores the interaction.

It is recommended that you select interactions by recording rules (not all recorded interactions) when using multiple Recorder Analytics Rules for real-time analysis.

When to use real-time call selection

Use real-time call selection when you want to involve team members or systems for a response as interaction capture occurs. Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where you use real-time call selection include:

• You use Desktop and Process Analytics (DPA) to alert employees on the interaction with the real-time analysis result, such as alerting employees when customer 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. fails or target 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. occurs.

  For example:

  • When a customer passes voice-biometric verification, you send a DPA alert to the desktop of the employee. The alert informs the employee of the successful verification.

  • When a target detection occurs on the interaction, you send a DPA alert to the desktop of the employee. The alert tells the employee to transfer the interaction.

• For customers not using DPA, notify fraud investigators actively working on cases. For example, to mitigate possible fraud you can deliver email notification to investigators as the interaction occurs. Investigators can try to take steps before money is gone. With historical processing, the alert arrives after the interaction ends.

• You pass the real-time analysis result to the CRM system for further action.

Related topics 

Call selection